Complaints Manager (Remote)

Join our mission to create a completely new, 100% digital bank that uses consumer feedback to truly meet customers’ best interests. Jenius Bank, a division of SMBC MANUBANK, and a member of SMBC Group, is being built by a close-knit and fun-loving team of financial services professionals and technology experts who came together for the challenge of building a full-service digital bank from scratch. We’re committed to doing it the right way for the customer and are growing rapidly. To learn more about our relationship to our parent company, visit our website.

The anticipated salary range for this role is between $144,000.00 and $180,000.00. The specific salary offered to an applicant will be based on their individual qualification, experiences, and analysis of current compensation paid in their geography and the market for similar roles at time of hire. The role may also be eligible for an annual discretionary incentive award. In addition to cash compensation, SMBC MANUBANK offers a competitive portfolio of benefits to its employees.
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Jenius Bank is strategically scaling up a portfolio of products and building extraordinary experiences. In 2023, we launched our first two products reaching $1 billion in deposits and over $700 million in loans, all before Jenius Bank’s first anniversary. We don’t plan to slow down, with ambitious growth plans and the capital necessary to execute a multi-year strategic plan. We have a start-up mindset paired with SMBC Group’s 400 years of history. SMBC Group has more than 150 offices and 86,000 employees worldwide in nearly 40 countries and is committed to creating new business to better serve customers in the rapidly evolving digital environment. Join us on the journey that has caught the attention of the Banking Dive, and more to reinvent banking where smarter banking translates to a richer life.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Complaint Management: Oversee the handling of level 1 and 2 customer complaints to ensure timely and satisfactory resolution, adhering to company policies and regulatory requirements.
• Auditing: Perform daily audits to ensure all reporting, tickets, and calls comply with company policies. Ensure detailed resolution notes are captured, and root cause analysis is properly conducted.
• Work closely with the second line complaints team to ensure proper reporting, information sharing, and transparency across teams.
• Leadership Updates: Provide weekly updates to leadership, sharing complaint trends and findings.
• Continuous Improvement: Drive initiatives to streamline complaint management processes, enhance efficiency, and minimize recurrence of complaints.
• Cross-Department Collaboration: Collaborate with all departments, including the contact center, to address underlying issues contributing to customer complaints.
• Customer Advocacy: Work with the voice of customer team to advocate for customer needs and drive initiatives to improve customer satisfaction and loyalty.
• Training and Support: Provide guidance, training, and support to customer-facing teams on effective complaint handling techniques, customer empathy, and conflict resolution skills.
• Regulatory Compliance: Stay abreast of relevant regulations and industry standards related to complaint management and ensure compliance across the organization.
• Performance Metrics: Work with Customer Leadership to define key performance indicators (KPIs) for measuring complaint resolution effectiveness and monitor performance against targets.
• HR Functions: Oversee administrative functions related to Human Resources, including scheduling, time off, forecasting, performance reviews, and disciplinary actions.
• Risk Management: Escalate significant risks and loss exposure to senior management.
• Policy Development: Maintain and develop training, procedures, and department policies as needed.

POSITION SPECIFICATIONS:

Education:

• Bachelor’s degree in business or a related field, or equivalent work experience preferred. Legal education or background is highly desirable.

Experience: 

• 7+ years in a leadership role overseeing customer complaints management, with extensive experience in regulatory compliance and requirements.
• Strategic Mindset: Ability to develop and implement long-term plans to enhance customer satisfaction and loyalty, considering compliance and legal concerns.
• Analytical Skills: Exceptional analytical and problem-solving skills, with the ability to conduct root cause analysis and drive process improvements while considering regulatory and legal constraints.
• Communication Skills: Excellent communication and interpersonal skills, with the ability to collaborate effectively across all levels of the organization and with legal counsel.
• Leadership: Strong leadership qualities with the ability to inspire and motivate teams to achieve goals and drive continuous improvement, while ensuring legal compliance.

EOE STATEMENT
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.

CCPA DISCLOSURE
Personal Information Collection Notice: This notice contains information under the California Consumer Privacy Act (CCPA) about the categories of personal information (PI) of California residents that SMBC MANUBANK collects and the business or commercial purpose(s) for which the PI may be used. We do not sell PI. More information about our collection and use of PI may be found in our CCPA Privacy Policy at https://www.smbcmanubank.com/privacy/ccpa-disclosure. Persons with disabilities may contact our Customer Contact Center toll-free at (877) 560-9812 to request the information in this Notice in an alternative format.