Manager, Customer Support

We’re looking for talented professionals to join us in bringing smart money management and payment solutions to everyone’s fingertips.

This role is required to work in the Blue Ash, OH office (Monday through Friday).

The objective of the position is to oversee the Regulatory Complaints teams. This team is responsible for investigating and responding to written regulatory complaints that customers file against Green Dot to attain the best possible response and resolution. You will have a chance to be a subject matter expert and escalation point to the Regulatory Complaint case owners as well as for Federal and State Regulators.

You will also have an opportunity to develop and train employees and assure daily tasks and metrics are completed and/or resolved.

• Supervises Regulatory Complaint team who are responsible for investigating and resolving the most escalated customer-initiated complaints to the highest professional standards.
• Ensure that all regulatory complaints that have been filed with a state or federal regulator are managed to excellent professional standards and within Green Dot’s terms and policies.
• Manage the team’s production and performance to meet departmental and company KPIs.
• Demonstrate the ability to understand the big picture and identify the underlying drivers causing complaints by capturing, reporting and analyzing systematic issues and recommending solutions to improve processes and products.
• Partner with state and federal regulators to address process and policy gaps or performance opportunities.
• Partners with Sr. Customer Experience and Support leadership and other groups to resolve complaints within designated SLAs.
• Evaluate data to identify trends and recommend actions and improvements to enhance regulatory compliance, operational efficiency, and loss mitigations.
• Select, develop, train, and evaluate Regulatory Complaint team members to ensure efficient operations.
• Develop and Implement process and policy improvements and controls to enhance the Regulatory complaints workflow and overall performance to maintain and improve federal compliance.
• Perform other duties as needed.

• 3+ years of operational leadership required.
• Knowledgeable in bank and deposit compliance regulations (e.g., Regulation E and UDAAP).
• Ability to train new and existing team members on all processes including any new processes as they arise.
• Ability to understand the direction of the team and company and making recommendations that are in line and achieve operation and tactical goals.
• Proficient in Microsoft Office suite, including Word, Power Point and Excel with the ability to create pivot tables and analyze large sets of data.
• Ability to multitask with changing daily priorities.
• Highly organized.
• Proactive problem-solver.
• Exceptional written skills with the proven ability to present and partner with senior and executive leadership.

• 3+ years of customer service experience preferred.
• 1+ year of disputes and/or fraud investigation experience preferred.
• 3 years of regulatory, compliance, legal, audit, risk management or other relevant experience (e.g., resolution of customer complaints) preferred, experience in a financial services environment a plus.

Ability to work in the U.S. without sponsorship

Ability to meet the location requirement outlined above

The targeted full-time base salary for this position is $83,800.00 to $125,900 per year. The final compensation will be determined by a number of factors such as qualifications, expertise, and the candidate’s geographical location.