Director of Complaints

Summary

Join Best Egg as the Complaints Director and ensure compliance with industry and regulatory trends. You will improve quality processes, educate colleagues, deliver updates to stakeholders, and manage changes. This role requires collaboration with internal and external colleagues, including bank partners and regulators. Responsibilities include handling complaints, conducting analysis, responding to inquiries, and reporting. The ideal candidate possesses a Bachelor's degree, 7+ years of financial services experience, strong communication and problem-solving skills, and leadership capabilities. Best Egg offers a competitive salary and a comprehensive benefits package.

Requirements

• Bachelor’s Degree (or more) preferred
• 7+ years of appropriate financial services experience
• Ability to troubleshoot problems and derive meaningful solutions
• Superior communication Skills
• Superior attention to detail & high emphasis on quality
• Ability to multi-task and prioritize
• Internal Candidates must have the endorsement of the current manager or department lead
• Comfortable interacting and engaging with colleagues of all levels and across all business units / third-party development firms
• Demonstrated leadership skills including self-direction, coaching, mentoring, and managing peer-to-peer relationships
• Highly motivated, well organized, capable of developing and executing a response plan, and able to communicate effectively
• Passionate about providing a best-in-class experience for our customers
• Ability to succeed within a cross-functional team emphasizing the Customer Experience in a fast-paced environment
• Be confident and willing to challenge status quo but also willing to concede and execute other’s ideas when necessary
• Capable of teaching and learning from others to promote continuity of knowledge and personal development
• Ability to work effectively independently and as a team member
• Excellent English written and verbal communication skills
• Personable, able to always demonstrate a positive attitude toward people

Responsibilities

• Fully accountable for reporting and resolution of all Customer and Regulator complaints – liaising with Compliance and Legal as needed
• Conduct complaints analysis to identify both short and long-term enhancements that will help reduce future complaints and allow Best Egg to Operate in a more controlled environment
• Accountable for compiling and responding to Investor and Bank Partners' inquiries related to Complaints and Quality
• Accountable for complaints trending reporting for Operations, Insights, and Risk Committee
• Operational liaison for legal to research and triage and litigation matters
• Operational Liaison on all internal and external Complaint audit requests
• Proactively monitor, and respond to, exception reporting
• Help develop and streamline processes and procedures
• Open incident tickets and engage with Best Egg stakeholders to escalate serious issues
• Demonstrate a sound understanding of all Policies and Procedures to ensure Best Egg is responding, remediating, and resolving all levels of complaints in a manner that exceeds all customers, regulators, and bank partners expectations
• Directly responsible for the handling of all regulatory complaints
• Conduct and lead monthly & quarterly assessments of LOBs, in conjunction with the Compliance team
• Help educate colleagues and critical personnel on the Complaints process and Customer effectiveness
• Tasked with supporting existing changes across the business
• Ongoing evaluation of existing complaints content, especially for emerging regulatory lens
• Ongoing colleague development across the business
• Monthly and Quarterly deliverables for each bank and investors as needed

Benefits

• Pre-tax and post-tax retirement savings plans with a competitive company matching program
• Generous paid time-off plans including vacation, personal/sick time, paid short--term and long-term disability leaves, paid parental leave, and paid company holidays
• Multiple health care plans to choose from, including dental and vision options
• Flexible Spending Plans for Health Care, Dependent Care, and Health Reimbursement Accounts
• Company-paid benefits such as life insurance, wellness platforms, employee assistance programs, and Health Advocate programs
• Other great discounted benefits include identity theft protection, pet insurance, fitness center reimbursements, and many more!
• In addition to semi-monthly salary payments, this position is also eligible for an annual incentive bonus based on individual and company performance. Yearly incentive bonus target 25% of base salary