Complaints Manager

New York City / Operations — Operations / Full-time
Who we are
Albert is a new type of financial service that uses powerful technology to automate your finances, with a team of human experts to guide you. Albert saves and invests automatically for you, helps you avoid overdrafts, finds savings you’re missing, identifies bills you’re overpaying, and much more. Text Albert a financial question, and our geniuses won’t just offer guidance — they’ll help you take action.

We're an LA-based startup with a proven business model, backed by top-tier institutional investors and with nearly 6 million users who have trusted Albert to help them achieve their financial goals. We're on a mission to democratize money management through our simple, beautifully designed product, and we're looking for thoughtful, talented people to join us on our journey.

About the role
We are looking for a Complaints Manager to join our Operations team. As we scale our banking offering, Albert Cash, you will work to establish and execute formal processes for complaint management, analysis, reporting, and regulatory compliance. 

This role requires someone who can take full responsibility for developing and executing a complaints management program at scale. This function will be responsible for analysis of customer interactions, responding to escalated complaints, root cause analysis, reporting and recommending product and/or process improvements to address root causes of complaints.  This function will also be responsible for developing a roadmap to evolve our complaints management system. You will collaborate closely with the compliance, operations, and Genius customer support teams to ensure complaints are addressed appropriately. The Complaints Manager will be a critical part of our foundation needed to achieve our next stage of growth with Albert Cash.
Things you're good at
  • Organization: Ability to methodically prioritize and organize complaints across their lifecycles in a systematic and efficient manner
  • Multi-tasking:  An innate ability to multitask and juggle multiple complaint cases at once
  • Investigation and judgment: You know the right questions to ask to fully understand the important context around a situation, without falling down unnecessary rabbit holes 
  • Communication: Ability to synthesize information and concisely communicate the important details to inform collaborative decisions and next steps
  • Attention to detail: Obsession with delivering high quality work and minimizing avoidable errors that could increase risk with complaints
  • Drive: You are intensely focused on driving tasks to full resolution
  • Collaboration: Work well with others across different teams by communicating clearly and often
Responsibilities
  • Monitor for and track customer complaints from a range of sources, including our customer support channels, social media, and consumer advocacy organizations (e.g. BBB) 
  • Identify complaints which raise potential legal or regulatory issues, and work with key stakeholders to drive further investigation, corrective action, and proper reporting
  • Analyze complaint patterns to identify common root causes, and proactively advocate for operational or product improvements to mitigate future risk
  • Surface opportunities to improve operational efficiency and accuracy of Albert’s complaint management, reporting, and resolution processes
  • Create and maintain a repository of guidelines to ensure adherence to regulatory responsibilities with complaints management
  • Develop and present complaints analysis to members of the management team.
Requirements
  • B.A. or B.S. Degree required
  • 3+ year of experience in a complaints / disputes investigation role at a fast-paced organization
  • Thorough understanding of and adherence to regulatory and compliance policies and procedures related to complaints management 
  • High levels of motivation, resilience, and enthusiasm to field complaints and make improvements
  • Strong analytical and problem-solving skills, with extreme attention to detail
  • Aptitude for independent problem-solving and decision making
  • Passion for Albert’s mission
Benefits
  • Competitive salary and meaningful equity
  • Health, vision and dental insurance
  • Daily meals provided
  • Monthly wellness stipend
  • 401k match
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