Customer Resolution Lead

Point Digital Finance, Inc. • Palo Alto, CA

4h • $74,000 - $103,000 • Remote

About The Position

The Customer Resolution Lead is responsible for designing, maintaining, and overseeing Point’s Complaint Management Policy to ensure compliance with applicable federal, state, and regulatory requirements. This role ensures complaints are identified, logged, investigated, resolved, reported, and used to drive systemic improvements across the organization.

Requirements

• 5+ years of experience in compliance, risk management, or complaint management within financial services or fintech
• Strong knowledge of consumer protection regulations and complaint handling requirements
• Experience responding to regulatory complaints (e.g., CFPB, state AGs)
• Excellent analytical, writing, and communication skills
• Proven ability to manage cross-functional workflows and deadlines

Responsibilities

• Oversee end-to-end complaint lifecycle, including intake, classification, investigation, response, and closure
• Ensure timely and compliant responses to consumer complaints, including regulatory timelines
• Coordinate with internal stakeholders (Operations, Product, Legal) to resolve complaints
• Maintain compliance with applicable regulations (e.g., CFPB, state regulators, UDAP/UDAAP, consumer protection laws)
• Prepare and submit regulatory complaint responses as required (e.g., CFPB portal, state agencies)
• Serve as the primary point of contact for complaint-related regulatory inquiries and examinations
• Develop, document, and maintain complaint management policies, procedures, and controls
• Establish complaint categorization, root-cause analysis, and escalation frameworks
• Ensure complaint data integrity and audit readiness
• Produce regular complaint reporting for senior management and board-level oversight
• Analyze complaint trends to identify root causes, systemic issues, and compliance risks
• Recommend corrective actions and track remediation efforts
• Provide guidance and training to internal teams on complaint handling requirements
• Act as a subject matter expert on complaint-related compliance matters
• Support compliance risk assessments and issue management processes

Benefits

• Generous health benefits: We provide comprehensive medical, dental, and vision plans with options for flexible spending accounts (FSA) and health savings accounts (HSA).
• Unlimited paid time off: Recharge with unlimited paid time off and 10 company holidays.
• Flexible remote and onsite work: Our teams work from many different locations and time zones. We support fully remote work and also have an amazing in-person environment in our downtown Palo Alto, CA HQ.
• Fully paid parental leave: Point will supplement state Paid Family Leave (PFL) so employees receive 100% of their regular base pay, plus two additional weeks of fully paid leave after state PFL ends. In states without PFL, Point offers up to 8 weeks of paid parental leave. In addition, employees also receive 4 weeks of fully paid transition time, during which you may work 2–3 days per week while receiving full base pay.
• Equity: We offer meaningful equity because we believe in sharing the value you help create. Your contributions directly impact our growth, and your equity gives you a stake in our future success.
• Financial wellness: We provide 401K retirement plans for employees as well as guaranteed life insurance and short- and long-term disability coverage.
• Extra work/life benefits: We provide monthly stipends for internet, mobile plans, wellness perks, and a one-time home office reimbursement.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed