Best Egg is the leading financial confidence platform that provides flexible solutions to real-life challenges for people with limited savings. We leverage real-time customer insights and data science to connect more people with the right products for their financial needs. Our offers include a growing suite of products such as personal loans, a credit card, and flexible rent, which are complemented by a suite of financial health tools to help customers make smart financial decisions and stay on track, so they can be money confident no matter what life throws at them.

Our culture and values inspire our employees and customers to embrace Best Egg. We are committed to championing a culture of inclusiveness and diversity of thought, and we focus on providing a safe, flexible, and collaborative work environment. Our employees are encouraged to engage in creative problem solving, and we promote opportunities for growth and enrichment across the organization.

If you are inspired by inspiring others, Best Egg is the place for you.

Best Egg promotes diversity and equal opportunity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we will grow.

Best Egg strives to provide applicants and existing Customers with a frictionless, best-in-class experience. The Director of Complaints will be tasked with improving Customer Experience via enforcing policies & procedures, demonstrating a “continuous improvement” approach by analyzing Customer feedback and Service Delivery Failures to identify and develop improvements.

This role requires excellent writing, interpersonal, and problem-solving skills, to ensure we deliver impactful solutions through an engagement model that is empathetic and supportive. In addition, this role would require a sound understanding of our regulatory environment and demonstrate excellent communication skills. This role will act as key component to Best Egg response team, that will quickly respond to sensitive customer issues in a manner that embraces Best Egg collaborative, results-oriented culture. This candidate should be comfortable initiating and executing on both tactical and strategic levels while delivering on time sensitive work functions.

This role reports directly to the Head of Service & Collections

Duties & Responsibilities

The Complaints Director 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 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 sound understanding of all Policies and Procedures to ensure Best Egg is responding, remediating, and resolving all level of complaints in a manner that exceeds all customer, regulators, and bank partners expectations. 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 assessment 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 and triage and litigation matters

• Operational Liaison on all internal and external Complaint audit request’s

Tactical Execution

• Proactively monitor, and respond to, exception reporting

• Help develop and streamline processes and procedures

• Open incident tickets and engage with Best Egg Stake holders 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 multi-task and prioritize

• Internal Candidates must have current manager or department lead’s endorsement.

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

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

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Our Brand:

At Best Egg, we believe money should be accessible so people can reach their goals, live a fuller life, and feel pride in knowing they have taken control of their finances. For those who need extra money to achieve the progress they seek in life, Best Egg is the modern solution-minded finance provider that mixes decades of banking experience with smart technology and deep customer insight to create products designed for today’s borrower, so that people can establish a smoother financial path. The egg symbolizes protection and a fresh start.

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-REMOTE

In 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. Review our CCPA Employee Policy here