Manager, Customer Support; Blue Ash, OH

Location

Blue Ash, OH office (Monday through Friday).

The objective of the position is to oversee the Regulatory Complaints teams. The team investigates and responds to written regulatory complaints filed by customers against Green Dot, ensuring the best possible response and resolution. The role serves as a subject matter expert and escalation point to regulatory case owners as well as to Federal and State Regulators. It also offers opportunities to develop and train employees and ensure daily tasks and metrics are completed and resolved.

• Supervise the Regulatory Complaint team responsible for investigating and resolving escalated customer‑initiated complaints to the highest professional standards.
• Ensure that all regulatory complaints 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.
• Identify underlying drivers of 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.
• Collaborate 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.
• Recruit, 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.
• Perform other duties as needed.

• 3+ years of operational leadership.
• Knowledge of bank and deposit compliance regulations (e.g., Regulation E and UDAAP).
• Ability to train new and existing team members on all processes, including new processes as they arise.
• Ability to understand the direction of the team and company and make recommendations that align with operational and tactical goals.
• Proficiency in Microsoft Office suite, including Word, PowerPoint, and Excel with the ability to create pivot tables and analyze large sets of data.
• Ability to multitask with changing daily priorities.
• Highly organized and proactive problem‑solver.
• Exceptional written communication and presentation skills with the proven ability to partner with senior and executive leadership.

• 3+ years of customer service experience.
• 1+ year of disputes and/or fraud investigation experience.
• Bachelor’s degree.
• 3 years of regulatory, compliance, legal, audit, risk management or other relevant experience, preferably in a financial services environment.
• Ability to work in the U.S. without sponsorship.
• Ability to meet the location requirement outlined above.

Regular full‑time. Targeted base salary: $83,800.00 – $125,900 per year, depending on qualifications, expertise, and geographic location.

All applicants must be legally authorized to work in the United States at the time of application and throughout employment, without the need for current or future sponsorship. Green Dot is committed to fair and inclusive hiring practices, valuing diversity and ensuring equal opportunity.