Program Manager, Complaints & Regulatory Adherence

About the role 

The Core Experience team is critical to delivering seamless customer experiences to Chime’s member base. The team is accountable for the end to end member experience, agent processes, policy adherence, and back office enablement. 

As a Complaints and Regulatory Adherence Program Manager in Core Experience, you will play a key role in driving critical business risk assessment and regulatory adherence workstreams. You will be a core player in establishing line one compliance in Core Experience and you will develop deep expertise on the Core Experience Regulatory Complaints landscape. Through data-driven insights you will work across the organization to drive a sustainable reduction in complaints while also ensuring system root causes of complaints are addressed . You will operationalize these improvements through strong project management in partnership with Operations, Risk, Compliance, Product and other stakeholders across the company.

The base salary offered for this role and level of experience will begin at $103,680 and up to $144,000. 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

• Own and drive the Core Experience Complaints and Regulatory Adherence program including creating a business risk assessment framework grounded in legal and regulatory risk  considerations.Become an expert in the Core Experience complaints landscape, including understanding drivers, member impact, regulatory impact, business impact, and trends over time.
• Conduct root cause analysis to identify drivers for complaints or regulatory adherence gaps and drive a continuous improvement program to systemically address findings.
• Be responsible for reducing Core Experience complaints through well developed process, policy and product recommendations and strong partnership across product, risk, operations, and other organizations.
• Identify and institute detective and preventive controls and reporting to ensure policies and processes are delivering the intended member experiences.
• Develop strong data-driven insights for Core Experience complaints to deliver to key business partners in and out of Core Experience.
• Project manage implementation of work streams across recommended solutions
• Contribute to a culture of trust, collaboration and commitment to excellence

To thrive in this role, you have  

• 5+ years experience in business operations, product operations, product management, program management, business consulting, finance, or similar analytical roles
• Knowledge and experience with consumer financial regulations such as: Fair Lending, UDAAP, FCRA, SCRA, Bankruptcies, and others
• Ability to leverage data to inform and support critical decisions; candidates will have foundational SQL and data visualization experience using tools like Looker, Tableau, or Microsoft Power BI
• Experience working with cross-functional teams such as risk, compliance, product managers, data analysts, operations analysts in building operations processes and systems
• Track record of driving continuous improvement resulting in improving member experience
• Excellent communication and presentation skills; ability to foster collaboration and facilitate teamwork; Comfortable in front of executive audiences 
• Ability to effectively identify, prioritize, and handle multiple work streams simultaneously in a dynamic and rapidly-changing environment
• Highly motivated self-starter with a desire to grow and learn

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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