Customer Advocacy Complaints Manager

Reprise Financial

2d•Remote

About The Position

Reprise Financial is on a mission to simplify the financial journey for our customers, making personal loans accessible and transparent. We leverage technology and a customer-first approach to provide fast, reliable personal loans of up to $25,000, ensuring our clients receive the support they need without hidden fees or complex terms. Our commitment to integrity and clarity allows us to foster trust and empower individuals to take control of their finances. At Reprise Financial, we foster a workplace built on innovation, collaboration, and kindness. Our mission to simplify the financial journey for our customers inspires us to exceed expectations and make a meaningful impact. We provide the tools, resources, and support for employees to thrive in a dynamic, customer-focused environment. Transparency, continuous improvement, and open communication drive our culture of trust and excellence, where new ideas are valued, and growth is encouraged. Join Reprise Financial and be part of a team where your contributions are recognized, and you have the opportunity to innovate, grow, and make a positive difference. 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.

Requirements

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 environments, adjusting quickly to changing priorities and evolving business needs.
Ability to challenge ideas constructively, escalate concerns appropriately, and contribute to process improvements.

Nice To Haves

bachelor’s degree preferred

Responsibilities

Lead a muti-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.