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Senior Manager, Complaints

1 month ago

San Francisco, California, United States Chime Full time

About the role

As Chime continues to grow its business, we're operating and improving our Executive and Member Relations function. The Sr. Manager, Executive and Member Relations will be responsible for leading the operational tasks, strategic vision, and development of the Executive and Member Relations team. This will include development and oversight of our complaint handling procedures, tracking of complaints and scaling efforts, developing workflows and tooling, as well as working directly with Bank Partners and Regulators.

The base salary offered for this role and level of experience will begin at $146,610 and up to $238,320. Full-time employees are also eligible for a bonus, competitive equity package, and benefits. The actual base salary offered may be higher, depending on your location, skills, qualifications, and experience.

In this role, you can expect to

  • Oversee the Executive and Member Relations team at Chime. Help further develop a hard-working team while working towards key company goals.
  • Coach, develop and motivate individuals within the team, ensuring appropriate training and development plans are in place; role model and reinforce excellent behaviors including developing a culture consistent with Chime Values and performance standards.
  • Help scale the operation to ensure consistent, repetitive performance that is in alignment with Chime's member growth goals.
  • Be a subject matter expert on complaints, regulatory and non-regulatory, and understand relationships with our partner banks and third-party vendors to ensure complaint trends and issues are being identified and acted on.
  • Understand the complaint and escalations policies mandated by various regulatory and oversight bodies and ensure processes and plays are kept up to date with change.
  • Work across the organization to develop remediation plans and timelines for corrective action when exceptions or violations are identified.
  • Be the owner of this space. Represent your team's and the company's performance and progress regarding complaints to internal and external stakeholders.
  • Microsoft Office, G Suite, and CRM experience necessary. Looker and SQL experience a plus.

To thrive in this role you

  • Have a minimum of 5+ years of experience required in financial services, preferably in compliance, fraud, dispute, risk management, and/or audit roles with a focus on consumer complaints
  • Lead your team with integrity and create an environment where your team members feel included, valued, and supported to do work that energizes them
  • Able to operate and lead in an ever changing environment
  • Strong analytical and problem-solving skills
  • Capable of creating a strategy and implementing your vision for what success looks like
  • Possess outstanding communication skills; you are able to articulate complex concepts in a clear manner
  • Have the ability to work independently and flexibly while ensuring appropriate transparency and escalation when necessary

A little about us

At Chime, we believe that everyone can achieve financial progress. We're passionate about developing solutions and services to empower people to succeed. Every day, we start with empathy for our members and stay motivated by our desire to support them in ways that make a meaningful difference.

We created Chime—a financial technology company, not a bank*-- founded on the premise that basic banking services should be helpful, transparent, and fair. Chime helps unlock the access and ability our members need to overcome the systemic barriers that block them from moving forward. By providing members with access to liquidity, rewards, and credit building, our easy-to-use tools and intuitive platforms give members the ability to have more control over their money and to take action toward achieving their financial ambitions.

So far, we're well-loved by our members and proud to have helped millions of people unlock financial progress, whether they started a savings account, bought their first car or home, opened a business, or went to college. Every day, we're inspired by our members' dreams and successes, big and small.

We're uniting everyday people to unlock their financial progress—will you join us?

*Chime partners with The Bancorp Bank and Stride Bank, N.A., Members FDIC, that power the bank accounts used by Chime Members.

What we offer

  • A thoughtful hybrid work policy that combines in-office days and trips to team and company-wide events depending on location to ensure you stay connected to your work and teammates, whether you're local to one of our offices or remote
  • Hybrid work perks, like UrbanSitter and Kinside for backup child, elder and/or pet care, as well as a subsidized commuter benefit
  • Competitive salary based on experience
  • 401k match plus great medical, dental, vision, life, and disability benefits
  • Generous vacation policy and company-wide Take Care of Yourself Days
  • 1% of your time off to support local community organizations of your choice
  • Mental health support with therapy and coaching through Modern Health
  • 16 weeks of paid parental leave for all parents and an additional 6-8 weeks for birthing parents
  • Access to Maven, a family planning tool, with up to $10k in reimbursement for egg freezing, fertility treatments, adoption, and more.
  • In-person and virtual events to connect with your fellow Chimers—think cooking classes, guided meditations, music festivals, mixology classes, paint nights, etc., and delicious snack boxes, too
  • A challenging and fulfilling opportunity to join one of the most experienced teams in FinTech and help millions unlock financial progress

We know that great work can't be done without a diverse team and inclusive environment. That's why we specifically look for individuals of varying strengths, skills, backgrounds, and ideas to join our team. We believe this gives us a competitive advantage to better serve our members and helps us all grow as Chimers and individuals.

We hire candidates of any race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, Veteran status, and any other status. Chime is proud to be an Equal Opportunity Employer and will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance, Cook County Ordinance, and consistent with Canadian provincial and federal laws. If you have a disability or special need that requires accommodation, please let us know.

To learn more about how Chime collects and uses your personal information during the application process, please see the Chime Applicant Privacy Notice.

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