Complaints Manager

Block•Salt Lake City, UT

About The Position

Block is one company built from many blocks, all united by the same purpose of economic empowerment. The blocks that form our foundational teams — People, Finance, Counsel, Hardware, Information Security, Platform Infrastructure Engineering, and more — provide support and guidance at the corporate level. They work across business groups and around the globe, spanning time zones and disciplines to develop inclusive People policies, forecast finances, give legal counsel, safeguard systems, nurture new initiatives, and more. Every challenge creates possibilities, and we need different perspectives to see them all. Bring yours to Block. The Role The Complaints Manager is responsible for leading a team of Analysts, providing feedback and coaching, driving process improvement initiatives that enhance operational efficiency, and meeting quality and performance benchmarks. This role is focused on improving the customer experience through scalable, technology forward solutions while ensuring the program consistently meets its success metrics.

Requirements

3+ years of professional experience with either a financial institution or payment provider preferred specializing in consumer lending, collections, servicing, or a related field.
1+ year(s) of professional experience as a direct people lead, able to provide consistent feedback and coaching, set and maintain expectations, and deliver results.
Strong analytical skills with experience in complaints data analysis and reporting
Excellent written, oral and presentation skills and an ability to synthesize information and make clear, concise recommendations on a course of action

Nice To Haves

Strong technical skills in SQL, CRM, and data analysis tools a plus

Responsibilities

Lead a team of direct reports who handle customer complaints across our consumer and commercial lending products.
Oversee the end-to-end complaints handling process, ensuring timely investigation and resolution as required by business benchmarks and/or regulatory/compliance requirements
Provide consistent, growth related feedback and coaching to direct reports based on their performance and career trajectory
Proactively partner with Compliance and Risk teams to ensure all Analysts (both Commercial and Consumer accounts) comply with all regulatory requirements and internal policies related to complaints handling
Analyze complaints program data to identify trends, root causes, and areas for process improvement
Collaborate with internal teams (e.g., Customer Success, Legal, Compliance) to enhance the customer experience for commercial and consumer programs
Work with internal partners to develop and maintain dashboards, KPIs, regular reporting on complaint metrics, key insights, and recommended improvements to senior leadership.
Provide actionable insights to Complaints team, leadership, and stakeholders using data analytics
Handle escalated complaints and act as the final point of resolution for complex issues.
Continuously improve complaints processes to enhance customer satisfaction and operational efficiency.