Customer Advocacy Complaints Manager

Customer Advocacy Complaints Manager About the role

The Customer Advocacy Manager is a people management position that will oversee and nurture a team responsible for managing and resolving consumer complaints. This role requires a meticulous understanding of complaint management procedures with a focus on regulatory, exceptional leadership skills, strong analytical skills, and a commitment to delivering high-quality customer service. The position will be a member of Reprise’s Servicing Team and will report directly to the Director of Customer Advocacy.

• Lead a multi‑faceted team where complaint resolution specialists interact with customers through phone, mail, text, and email. Ensuring all service levels are met while delivering exceptional customer experience.

• Establish clear performance expectations and accountability through regular coaching, quality reviews, and one‑on‑one development conversations.

• Promote a culture of ownership, fairness, and continuous learning, ensuring the team remains customer‑focused while meeting regulatory obligations.

• Design and deliver ongoing training focused on complaint handling, regulatory requirements, empathy, and critical thinking.

• Oversee day‑to‑day complaint operations to ensure accurate, timely, and well‑documented resolution of written and verbal customer complaints.

• Manage intake, prioritization, and routing of complaints to meet internal service standards and regulatory timelines.

• Evaluate resource needs and adjust staffing or workflows to address volume fluctuations, escalations, and emerging risk areas.

• Ensure complaint responses are consistent, thorough, and aligned with company policies and regulatory expectations.

• Serve as a primary point of contact (POC) for all external regulatory and consumer protection escalations, including CFPB, State Attorneys General (AG), BBB complaints, FDIC, and other high‑risk or sensitive cases.

• Own the end‑to‑end lifecycle of regulatory and complex complaint responses, ensuring accuracy, timeliness, and alignment with applicable laws, regulations, internal policies, and quality standards.

• Act as a strong customer advocate, delivering fair, well‑reasoned outcomes that balance customer impact, regulatory risk, operational feasibility, and business objectives.

• Partner cross‑functionally with Compliance, Legal, Operations, IT, Fraud, Loan Accounting, and other stakeholders to investigate issues, gather supporting documentation, and develop consistent, well‑supported responses.

• Track, analyze, and report on complaint trends, root causes, and outcomes to identify customer pain points, emerging risks, and opportunities for product, process, or communication improvements.

• Collaborate closely with Legal and Compliance to meet regulatory deadlines, maintain response quality, and continuously enhance complaint handling, escalation management, and corrective action processes.

• Drive resolution of systemic issues and help prevent recurring complaints through insight‑driven recommendations and corrective action plans.

• 5-7 years in customer service, complaints management, or escalations within highly regulated consumer financial services or banking environments, including experience leading or coaching teams.
• Associate degree or equivalent experience required, bachelor’s degree preferred.
• Strong understanding of federal and state consumer finance and banking regulations; experience with complaint management processes and a solid understanding of fraud and identity theft policies.
• Skilled in complaint management systems and related software; advanced proficiency in Microsoft Office Suite (Excel, Word, Outlook).
• Exceptional verbal and written communication skills, with the ability to convey complex information clearly and professionally.
• Demonstrated ability to analyze issues, identify root causes, and implement effective solutions under pressure.
• Strong interpersonal skills with the ability to empathize, build rapport, and advocate for customers while balancing business needs.
• Superior ability to prioritize, multitask, and manage competing deadlines in a fast‑paced environment.
• Thrives in dynamic…