Note: The job is a remote job and is open to candidates in USA. Madison-Davis, LLC is seeking a Consumer Compliance Program Manager to oversee investigations of consumer complaints. The role involves analyzing complaint trends, providing guidance to team members, and recommending improvements to investigation processes to ensure compliance with regulations.
Responsibilities
- Investigate moderately complex consumer complaints requiring analysis of applicable consumer protection regulations, assessing complaint validity, identifying connections to prior cases, completing thorough investigations, and preparing responses for delivery through the appropriate operations channel
- Serve as a resource for Complaints Specialists on consumer complaints involving complex fact patterns, cross-regulatory considerations, or potential systemic risks, providing guidance to support consistent investigation practices
- Analyze consumer complaint trends by identifying volume changes, recurring themes, root causes, and potential systemic issues, and prepare reporting to support compliance risk assessments and stakeholder reporting
- Partner with the Operations complaints team to support effective complaint lifecycle management, ensuring consistent categorization, clear escalation processes, and accurate data integrity from intake through resolution
- Evaluate feedback related to consumer complaint handling, identifying when additional analysis is needed and providing relevant business and regulatory context to support informed decision-making
- Provide consumer complaint data, trend analysis, and systemic issue insights to support compliance reporting and senior leadership updates
- Recommend enhancements to consumer complaint investigation processes, categorization standards, and response quality for review and approval by compliance leadership
Skills
- Investigate moderately complex consumer complaints requiring analysis of applicable consumer protection regulations, assessing complaint validity, identifying connections to prior cases, completing thorough investigations, and preparing responses for delivery through the appropriate operations channel
- Serve as a resource for Complaints Specialists on consumer complaints involving complex fact patterns, cross-regulatory considerations, or potential systemic risks, providing guidance to support consistent investigation practices
- Analyze consumer complaint trends by identifying volume changes, recurring themes, root causes, and potential systemic issues, and prepare reporting to support compliance risk assessments and stakeholder reporting
- Partner with the Operations complaints team to support effective complaint lifecycle management, ensuring consistent categorization, clear escalation processes, and accurate data integrity from intake through resolution
- Evaluate feedback related to consumer complaint handling, identifying when additional analysis is needed and providing relevant business and regulatory context to support informed decision-making
- Provide consumer complaint data, trend analysis, and systemic issue insights to support compliance reporting and senior leadership updates
- Recommend enhancements to consumer complaint investigation processes, categorization standards, and response quality for review and approval by compliance leadership
Company Overview
Company H1B Sponsorship