About the Role

Complaints and disputes are where Kikoff finds out what it is actually doing for its customers. They also arrive with a clock attached: the law, the regulators, and our bank partner each set deadlines, and none of them move. Reporting to the Head of Compliance, you will own the way we manage and respond to complaints and disputes.

This role brings dedicated ownership for a program that scales with our products and our customers. You will mature Kikoff's complaints and disputes framework, strengthen how it operates in the hands of the Customer Experience team who interact with our customers, and make it hold as volume grows. You start as an individual contributor and hire an analyst as volume requires. The work is equal parts operating discipline and investigation: hitting every deadline is table stakes, and the value is in what the pattern of complaints and disputes tells us to go fix.

What You'll Do

• Manage and mature Kikoff's consumer complaints and disputes program as we scale, covering taxonomy and classification, intake, routing, service levels, investigation and resolution standards, root cause coding, recordkeeping, and reporting.
• Partner with the Customer Experience team so the program works where customers reach us: complaint and dispute identification and coding in their workflow, training and calibration on what each one requires, and guidance on customer-facing responses.
• Handle escalated complaints across every channel they arrive on: the CFPB Company Portal, state attorneys general and regulators, BBB, bank partner escalations, executive and legal escalations, and app store and social media.
• Own disputes and error resolution against their regulatory clocks such as FCRA reinvestigation as a furnisher, Reg E error resolution, and Reg Z billing error handling. You will make sure a contact that is both a complaint and a dispute is classified by its legal trigger at intake and runs on both tracks.
• Scale the program with new products and volume growth: write the procedures, specify the tooling, and use AI to organize incoming volume, summarize records, and prepare draft responses for review, so throughput grows faster than headcount.
• Run root-cause analysis on individual matters and on themes, distinguish between one-off and systemic issues, and drive corrective actions with Product, Engineering, and Operations to verified closure.
• Own the reporting: the metrics, the themes, and the package that goes to Compliance leadership, our bank partner, and governance committees. Serve as the subject matter owner for complaints and disputes in regulatory examinations, bank partner reviews, and internal audit.

What We're Looking For

• 6+ years in consumer financial services, including 3+ years owning complaints, disputes, or consumer compliance operations at a bank, fintech, lender, or servicer.
• You have built or substantially rebuilt a complaints or disputes program and can walk through what you would do differently.
• Working understanding of the obligations and their clocks: CFPB complaint handling and Company Portal expectations, FCRA disputes and furnisher reinvestigation, Reg E error resolution, UDAAP, and bank partner oversight requirements. Direct ownership of a CFPB Company Portal relationship.
• Deep experience applying AI to high-volume complaint and dispute work, such as organizing incoming volume, summarizing records, and preparing draft responses, with human review of every output.
• Strong writing across three audiences: a customer who needs a plain answer, a regulator who will read that answer later, and leadership who needs the root cause and the fix.
• You can pull and segment complaint and dispute data yourself rather than waiting for a report, normalize it so trends are comparable as volume grows, tell a real pattern from noise, and size the population a problem may have reached.
• Prior management or sustained mentorship experience, along with the appetite to hire and develop an analyst as the program grows.
• Experience with credit-building, credit reporting, or lending products, and experience supporting examinations or audits.

If you meet most of this, we'd like to hear from you.

Compensation

Base salary is location-based and will be determined by factors including market location, experience, skills, and qualifications. In addition to competitive cash compensation, this role is eligible for equity and a comprehensive benefits package.