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Consumer Compliance Manager, Complaints

Cardless· Compliance
Apply on company site
San Francisco$135k - $160kFull-timePosted 2mo ago

About the role

Compliance professional to own consumer complaints end to end, analyze trends to drive root-cause remediation, and partner with Customer Experience, Engineering, Product, and Operations across Cardless card programs.

Responsibilities

  • Own intake, triage, categorization, investigation, and resolution for consumer complaints across our card programs, including agency complaints from the CFPB, FDIC, Better Business Bureau, state attorneys general, and counsel.
  • Draft investigation summaries and consumer responses that are accurate, plain-spoken, and defensible if a regulator reads them later, and manage target dates so nothing is late.
  • Produce the monthly complaint reporting package for each bank partner, adapted to that partner's categorization and reporting expectations, and quarterly complaint findings for the Compliance Committee and the Board.
  • Analyze complaint volume, categories, and drivers to find patterns, and distinguish a one-time servicing error from a product defect, a disclosure gap, a broken workflow, or a control failure.
  • Convert confirmed root causes into logged issues with corrective action plans, owners, and target dates, then drive remediation to closure with Engineering, Product, and Operations and confirm the theme stops recurring.
  • Work side by side with Customer Experience to improve how complaints are identified, tagged, and documented at first contact, and write the procedures, response templates, and agent guidance that let the front line handle routine matters correctly.
  • Improve complaint tooling, intake workflows, and reporting, including automation, and keep records examination ready.
  • Provide coverage across other compliance functions as needed.

Qualifications

  • Typically 4 to 7 years in consumer compliance, complaint management, disputes, or a closely related function within banking, fintech, credit cards, lending, or payments, with hands-on experience investigating and resolving consumer and agency complaints.
  • Working knowledge of the regulations complaints turn on: Regulation Z, Regulation E, Regulation B, UDAAP, FCRA, and FDCPA.
  • Demonstrated root cause analysis skill: you can take a cluster of complaints, work out what is causing them, and say so in writing with evidence.
  • Experience driving corrective action across functions you do not manage, particularly Engineering and Operations, through to validated closure.
  • Excellent written communication, and comfort using data and AI tools to work more efficiently and expand coverage.
  • Organized and self-directed: many open matters with hard deadlines, no playbook, no daily check-in, and nothing gets dropped.

Skills

Required:Regulatory knowledge (Reg Z, Reg E, Reg B, UDAAP, FCRA, FDCPA)Root cause analysisCommunication (written)Cross-functional collaboration

Benefits

  • Meaningful Start-up equity
  • 100% health, vision & dental primary coverage
  • 75% health, vision & dental dependent coverage
  • Catered lunches
  • $250/month Commuter benefit
  • Parental leave
  • Team building events & happy hours
  • Flexible PTO with a minimum of 15 days off per year
  • Apple equipment
  • 401k plan
Last updated Oct 21, 2026. Interested? Apply on the company site.

About Cardless

Build credit into your product experience.

Build credit into your product experience. Run it end to end with modular APIs, pre-built components, analytics, and full-service infrastructure.

Credit card platformAPIEmbedded finance
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