Best Egg is a market-leading, tech-enabled financial platform helping people build financial confidence through a variety of installment lending solutions and financial health tools. We aim to help customers make smart financial decisions and stay on track, so they can be money confident no matter what life throws at them.
We offer a flexible work experience, top-tier benefits, and growth opportunities in a culture built on our core values:Put People First – We foster an inclusive, flexible, and fun workplace.Create Clarity – Open communication drives trust and results.Get Things Done – We focus, prioritize, and deliver with excellence.Deliver with Heart – We lead with kindness, humility, and strong teamwork.Listen to Our Customers – Their needs drive our innovation.We are looking for collaborative, innovative team players who like to solve problems.
If you're inspired by inspiring others and want to make a real difference, Best Egg is the place for you.We’re proud to be an equal opportunity employer committed to building a diverse, inclusive team.The Complaints Senior Manager seeks to ensure Best Egg is ahead of industry and regulatory compliance trends by constantly improving the quality process and the agents’ delivery and challenging the status quo of Best Egg Policies and Procedures. This person must feel comfortable educating colleagues on the complaints process, delivering updates to key stakeholders, and shepherding needs-based changes through the development/change process. The role requires the ability to work collaboratively with internal and external colleagues and can represent Best Egg externally with Bank Partners and Regulators
Core Competencies
- Complaints: Demonstrate a sound understanding of all Policies and Procedures to ensure Best Egg responds, remediates, and resolves all levels of complaints in a manner that exceeds the expectations of customers, regulators, and bank partners. Directly responsible for the handling of all regulatory complaints.
- Compliance: Are we adequately addressing state and federal regulations and is Best Egg being appropriately protected? Conduct and lead monthly & quarterly assessments of LOBs, in conjunction with the Compliance team.
- Education needs: Help educate colleagues and critical personnel on the Complaints process and Customer effectiveness. Tasked with supporting existing changes across the business.
- Deployment: Ongoing evaluation of existing Complaints content, especially for emerging Regulatory lens. In addition, ongoing colleague development across the business.
- Banks & Investor Oversight: Monthly and Quarterly deliverables for each bank and investors as needed
General Responsibilities
- Fully accountable for reporting and resolution of all Customer and Regulator complaints – liaising with Compliance and Legal as needed.
- Conduct complaints analysis to identify both short and long-term enhancements that will help reduce future complaints and allow Best Egg to operate in a more controlled environment.
- Accountable for compiling and responding to Investor and Bank Partners inquiries related to Complaints and Quality.
- Accountable for complaints trending reporting for Operations, Insights, and Risk Committee
- Operational liaison for legal to research, triage, and litigation matters
- Operational Liaison on all internal and external Complaint audit requests
Tactical Execution
- Proactively monitor and respond to exception reporting
- Help develop and streamline processes and procedures
- Open incident tickets and engage with Best Egg stakeholders to escalate serious issues
Requirements/Development
- Bachelor’s Degree (or more) preferred
- 7+ years of appropriate financial services experience
- Ability to troubleshoot problems and derive meaningful solutions.
- Superior communication Skills
- Superior attention to detail & high emphasis on quality
- Ability to multitask, prioritize, has managed teams and processes
- Internal Candidates must have the current manager or department lead’s endorsement
Requirements/Leadership
- Comfortable interacting and engaging with colleagues of all levels and across all business units / third-party development firms
- Demonstrated leadership skills, including self-direction, coaching, and mentoring, and managing peer-to-peer relationships
- Highly motivated, well organized, capable of developing and executing a response plan, and able to communicate effectively
- Passionate about providing a best-in-class experience for our customers
Requirements/Culture
- Ability to succeed within a cross-functional team emphasizing the Customer Experience in a fast-paced environment
- Be confident and willing to challenge status quo but also willing to concede and execute other’s ideas when necessary
- Capable of teaching and learning from others to promote continuity of knowledge and personal development
- Ability to work effectively independently and as a team member
- Excellent English written and verbal communication skills
- Personable, able to always demonstrate a positive attitude toward people
$95,000 - $130,000 a yearIn addition to semi-monthly salary payments, this position is also eligible for an annual incentive bonus based on individual and company performance. The yearly incentive bonus target is 20%
Employee Benefits
Best Egg offers many additional benefits for our employees, including (but not limited to):· Pre-tax and post-tax retirement savings plans with a competitive company matching program· Generous paid time-off plans including vacation, personal/sick time, paid short-- term and long-term disability leaves, paid parental leave, and paid company holidays · Multiple health care plans to choose from, including dental and vision options· Flexible Spending Plans for Health Care, Dependent Care, and Health Reimbursement Accounts· Company-paid benefits such as life insurance, wellness platforms, employee assistance programs, and Health Advocate programs· Other great discounted benefits include identity theft protection, pet insurance, fitness center reimbursements, and many more!#LI-REMOTEIn compliance with the CCPA, Best Egg is fully committed to handling the personal information and data of employees and job applications responsibly with respect and due care.
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