Manager, Udaap

**Job Description**:
**Role Summary/Purpose**:
The Manager, UDAAP (_Unfair, Deceptive, or Abusive Acts or Practices_) within the Enterprise Complaints and Customer Experience Organization will have comprehensive knowledge and understanding of the complaint program and resolution process. The UDAAP frontline leader will manage a team of 15+ associates as they solve and manage escalated and non-escalated complaint types and meet SLA and quality targets. The manager will be responsible for the UDAAP process and ensuring oversight and governance for RAS metrics and issue reporting as well as ensuring regulatory compliance. The leader will collaborate with several functions throughout the organization to ensure opportunities for improvement in the process are identified and socialized.

**Essential Responsibilities**:

- Manage day to day operations of team, drive and coach to quality, productivity and other performance metrics.
- Set performance expectations, provide feedback, communicate the vision and encourage innovation.
- Instill high expectations of regulatory compliance, quality, and the customer experience.
- Identify process improvements/enhancements to assist in the implementation of policies, procedures, new systems and organizational changes.
- Directly responsible for data reporting, insights and meeting/exceeding servicing expectations for the team.
- Partner regularly with 1st and 2nd line of defense to identify opportunities to improve the customer experience various complaint types.
- Demonstrate a passion for being part of a fast-paced and highly impacting team.
- Partner with peers within the Complaints Operations organization on various projects.
- Work with business leaders to research issues and regulatory complaints while identifying root causes.
- Perform other duties and/or special projects as assigned.

**Qualifications/Requirements**:

- Bachelor's Degree and 3+ years of experience in Complaints, Disputes, Compliance, Customer Service or Collections/Recovery OR in lieu of a bachelor's, equivalent 3 to 5 years of relevant work experience in Complaints, Disputes, Compliance, Customer Service or Collections/Recovery fraud investigations and/or customer complaints.
- 2+ years of Leadership or Team Management experience
- Experience working within specific Metrics and Timelines
- Ability to work cross-functionally with our internal and external resources to develop project deliverables
- Excellent writing skills and the ability to respond quickly and within our brand voice
- Ability to multi-task, problem-solve, thinking on your feet and create custom, channel and audiences appropriate responses in a timely manner

**Desired Characteristics**:

- 2+ years’ experience or background in data reporting and analytics.
- Bachelor's Degree or 4+ years business related experience
- Highly motivated, self-starter with strong problem-solving skills with an ability to deliver multiple requests against tight deadline requirements.
- Strong organizational skills and self-starter
- Ability to work independently and with others.
- Ability to collaborate effectively using Microsoft Teams
- Fundamental understanding of computers and web-based technology
- Strong communication skills; comfortable dealing with all levels within the organization
- Strong knowledge of compliance rules and regulations and regulatory requirements
- Learner-centric mindset
- Goal-oriented and objective-driven Creativity and problem-solving skills
- High degree of flexibility and ability to anticipate and drive change
- Proven ability to identify process improvement opportunities.
- Dispute process knowledge and expertise
- Excellent relationship building skills
- Strong financial management, analytical and leadership skills

**Grade/Level: 09**

The salary range for this position is **60,000.00 - 112,000.00** USD Annual and is eligible for an annual bonus based on individual and company performance.

Actual compensation offered within the posted salary range will be based upon work experience, skill level or knowledge.

Salaries are adjusted according to market in CA, NY Metro and Seattle.

**Eligibility Requirements**:

- You must be 18 years or older
- You must have a high school diploma or equivalent
- You must be willing to take a drug test, submit to a background investigation and submit fingerprints as part of the onboarding process
- You must be able to satisfy the requirements of Section 19 of the Federal Deposit Insurance Act.
- New hires (Level 4-7) must have 9 months of continuous service with the company before they are eligible to post on other roles. Once this new hire time in position requirement is met, the associate will have a minimum 6 months’ time in position before they can post for future non-exempt roles. Employees, level 8 or greater, must have at least 18 months’ time in position before they can post. All internal employees must consistently meet performance expectations and have approval from your