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ETL-GruppeSenior Manager – Audit / Public Auditor
(Senior) Manager Audit responsible for business audit in various industries. Leading teams, managing projects, and ensuring quality in auditing processes.
About the role
- Lead the end-to-end management of customer complaints—from intake through investigation, resolution, and follow-up—with a relentless focus on speed, empathy, and accuracy.
- Design and enforce a standardized complaint triage and resolution process that ensures real-time visibility and ownership across functions.
- Embed clear communication protocols to ensure customers receive timely, transparent, and compliant responses aligned with BMG’s service values.
- Serve as the enterprise escalation leader for urgent, high-risk, or high-impact customer issues.
- Establish rapid-response workflows and escalation alerts that ensure senior awareness and swift decision-making for complex complaints.
- Partner closely with Customer Service and Collections leadership to ensure escalations are handled consistently, with clear root-cause documentation and feedback loops into operations.
- Ensure every complaint is processed in full compliance with CFPB, FDCPA, Reg F, UDAAP, and relevant state regulations.
- Maintain audit-ready documentation and traceability for all cases.
- Collaborate with Legal and Compliance to interpret evolving regulations and proactively adjust internal procedures to remain best-in-class.
- Conduct structured root-cause analysis to identify recurring failure points and emerging customer pain trends.
- Develop actionable improvement plans with accountable owners across Operations, Product, and Risk.
- Establish a closed-loop feedback model where insights from complaints directly inform process redesign, training priorities, and control enhancements.
- Partner with analytics teams to automate complaint trend reporting and monitor the impact of remediation initiatives.
- Deliver executive-ready reports on complaint volumes, timeliness, outcomes, and root-cause categories to WebBank, regulators, and internal leadership.
- Translate data into insights that illuminate systemic risk, operational inefficiencies, and customer experience gaps.
- Serve as a champion of the Voice of the Customer, ensuring complaint learnings inform enterprise strategy, policy, and frontline coaching.
- Lead and develop a team of complaint management professionals, fostering a culture of customer advocacy, accountability, and continuous learning.
- Promote behaviors that value accuracy, empathy, and proactive resolution.
- Model high judgment, sound decision-making, and operational discipline.
Requirements
- 7+ years of experience in complaint management, customer advocacy, or escalations within financial services, fintech, or another regulated industry.
- Proven ability to lead enterprise complaint processes and manage regulatory response obligations.
- Strong understanding of CFPB, FDCPA, Reg F, UDAAP, and state complaint requirements.
- Demonstrated capability in root-cause analysis, problem solving, and process improvement.
- Excellent written and verbal communication skills, including the ability to craft clear, compliant customer responses and brief executive audiences.
- Experience with complaint or case management platforms (Salesforce, NICE, Verint, or equivalent).
Benefits
- None specified
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
GU
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