Customer Experience Complaints Program Manager

WSFS Bank•Philadelphia, PA

19h

About The Position

At WSFS Bank, the Complaints Program Manager is responsible for overseeing, managing, and enhancing the enterprise-wide Complaints Management Program for a $20B financial institution. This role reports into Corporate Compliance and is accountable for ensuring complaint management practices comply with applicable regulatory requirements, internal policies, and consumer protection standards. The manager provides leadership and oversight of the complaint handling lifecycle, including intake, investigation, response, escalation, and regulatory reporting. The Complaints Program Manager leads a team of Complaints Program Specialists and serves as a key compliance partner to Customer Experience, lines of business, Risk Management, Legal, Audit, and senior leadership. The role is crucial for identifying and escalating customer harm, emerging complaint risks, and systemic issues, ensuring regulatory agency response obligations are met, and leveraging complaint insights to strengthen controls, remediate root causes, and improve customer outcomes.

Requirements

Bachelor’s degree in Business, Finance, Compliance, Risk Management, Communications, or related field, or equivalent experience.
Minimum of 3+ years of experience in complaints management, compliance, or risk management within financial services.
Minimum of 3+ years of people management or team leadership experience.
Experience supporting a mid‑sized to large financial institution ($5B–$50B).
Strong understanding of banking regulations related to complaint handling, including UDAAP, ECOA/Regulation B, EFTA/Regulation E, TILA/Regulation Z, RESPA/Regulation X, TISA/Regulation DD, Regulation CC, Privacy/Regulation P, and related consumer protection laws.
Demonstrated understanding of complaint management as a core component of a Compliance Management System (CMS).
Exceptional written and verbal communication skills, including regulatory correspondence, executive reporting, and presentations.
Proven leadership ability to manage teams through ambiguity, change, and evolving regulatory expectations.
Strong analytical and problem‑solving skills, including the ability to identify systemic issues and recommend effective corrective actions.
Ability to exercise sound judgment and independent challenge consistent with Second Line of Defense responsibilities.
Advanced proficiency in Microsoft Office tools (Word, PowerPoint, Excel, Teams, Forms).
Ability to travel to bank locations as needed.
Presently authorized to work for any employer in the United States and will not require work visa sponsorship from WSFS Bank now or in the future.

Nice To Haves

Experience with program development, governance reporting, and regulatory examinations preferred.
Professional certifications (e.g., CRCM, CCEP, customer experience or change management credentials) preferred.

Responsibilities

Directly supervise a team of Complaints Program Specialists, providing coaching, training, workflow guidance, and performance management.
Oversee complaint case assignments, workload balancing, escalation processes, and quality assurance activities.
Ensure complaints, regulatory and non‑regulatory, are accurately logged, categorized, investigated, and resolved in accordance with policy, procedures, and applicable laws.
Maintain ownership of regulatory complaint governance, including adherence to agency‑specific standards and response timelines (e.g., OCC, CFPB, state AGs).
Ensure consistent application of Unfair, Deceptive, or Abusive Acts or Practices (UDAAP) principles and fair treatment of customers.
Oversee root cause analysis across all complaints to identify underlying drivers, control gaps, operational weaknesses, and customer friction points.
Independently challenge complaint handling practices or outcomes that present elevated customer harm or regulatory risk.
Monitor and ensure timely case resolution in compliance with internal service‑level standards and regulatory response requirements.
Escalate significant, systemic, or high‑risk complaint trends to Corporate Compliance leadership and appropriate governance forums based on severity, customer impact, and regulatory exposure.
Review and approve written complaint responses to ensure accuracy, clarity, tone, fairness, and compliance with regulatory expectations.
Maintain audit‑ready documentation and evidence within the system of record.
Foster a culture of customer advocacy, compliance awareness, and continuous improvement informed by complaint insights.
Exercises independent judgment related to complaint risk identification, escalation, and regulatory exposure.
Determines escalation pathways, quality standards, reporting content, and remediation priorities consistent with Compliance governance.
Operates with a high degree of independence while maintaining close alignment with Corporate Compliance leadership.