Manager, Enterprise Complaint Management

Title: Manager, Enterprise Complaint Management

Reports to: Director of Operations / Chief Operating Officer

Location: Miami, FL (Hybrid) / US Remote

About the Company 

At BMG Money, our mission is to provide access to affordable and responsible credit for underserved consumers facing unexpected expenses. We all share one vision— Redefining lending through technology, where underserved individuals can thrive financially through forward-thinking, responsible, and innovative financial solutions.

Job Summary

We are seeking a highly disciplined and customer-focused Manager, Enterprise Complaint Management to oversee the intake, handling, and resolution of customer complaints across the organization. This leader will be responsible for managing escalations, ensuring timely and compliant resolution of formal complaints, and embedding a consistent process that protects both the customer and the company.

This person will build and maintain a complaint management framework that spans intake, investigation, resolution, documentation, and reporting. This role requires close partnership with Operations, Compliance, Legal, and Risk to ensure complaints are resolved effectively and that learnings drive improvements to customer experience and operational practices. 

Key Responsibilities

• Manage the end-to-end handling of complaints, from intake through investigation and resolution.
• Ensure all complaints follow standardized procedures for triage, assignment, documentation, and closure.
• Oversee adherence to regulatory timelines, customer response standards, and internal service-level agreements.
• Serve as the escalation point for high-risk or complex complaints.
• Partner with frontline and back-office teams to resolve escalations effectively, ensuring fairness, compliance, and clear customer communication.
• Ensure all complaints are processed in accordance with applicable laws and regulations (CFPB, FDCPA, Reg F, etc.).
• Maintain accurate case files and audit-ready documentation to support internal and external reviews.
• Partner with Compliance and Legal to adjust processes as regulations evolve.
• Identify trends and recurring issues through structured complaint analysis.
• Provide feedback and recommendations to Operations, Product, and Risk teams to reduce future complaints and improve service.
• Support continuous improvement initiatives that enhance customer experience and strengthen controls.
• Prepare recurring reports on complaint volume, type, resolution timeliness, and root cause themes to support Webbank and other critical business partners
• Share insights with Operations leadership to highlight risks, performance gaps, and opportunities for improvement.
• Track performance against internal SLAs and industry benchmarks.
• Partner with Operations, Compliance, Legal, and Risk to ensure alignment on complaint-handling standards.
• Coordinate with Customer Service leadership to ensure consistent handling of escalations and feedback.
• Lead and develop a small team of complaint management specialists, ensuring strong case-handling discipline and customer advocacy.
• Foster a culture of accountability, fairness, and regulatory compliance.

Qualifications

• 5+ years of experience in complaint management, escalations, risk management, or customer service operations—preferably in financial services, fintech, or other regulated industries.
• Strong working knowledge of complaint handling regulations (CFPB, FDCPA, Reg F, UDAAP, state regulations).
• Proven experience managing escalated cases and ensuring compliance with response timelines.
• Strong problem-solving and root cause analysis skills with the ability to recommend process improvements.
• Excellent communication skills, with the ability to write clear, compliant customer responses and present insights to leadership.
• Experience with complaints or case management platforms (e.g., Salesforce Service Cloud, NICE, Verint, or similar tools).

Preferred Qualifications

• Experience building or improving a formal complaint management process.
• Familiarity with preparing reports for regulators, auditors, or Board-level review.
• Exposure to customer advocacy or Voice of the Customer (VoC) programs.