Customer Trust Manager
Complaints
Posted on 1/25/2024
INACTIVE
Mercury

201-500 employees

Banking for startups
Company Overview
Mercury is on a mission to build a banking stack for startups. The company provides banking services and APIs for startups.
Fintech

Company Stage

Series B

Total Funding

$152M

Founded

2017

Headquarters

San Francisco, California

Growth & Insights
Headcount

6 month growth

0%

1 year growth

14%

2 year growth

102%
Locations
San Francisco, CA, USA • Remote in USA • New York, NY, USA • Portland, OR...
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Communications
Customer Service
CategoriesNew
Customer Success & Support
Requirements
  • 4+ years of experience in complaints management, preferably in the financial services or banking sector
  • 5+ years in customer facing teams
  • Strong understanding of financial regulations and compliance related to customer complaints
  • Proven track record in handling customer disputes and resolutions
  • Excellent analytical skills with the ability to derive insights from complaints data
  • Exceptional communication and interpersonal skills
  • Demonstrated ability to drive process improvements and lead or be a key stakeholder in cross-functional projects
Responsibilities
  • Directly manage the investigation, reporting, and response to partner banks for complaints
  • Work closely with customer service and other relevant teams to ensure all avenues are exhausted to resolve complaints
  • Maintain a high level of attention to detail in reporting and managing complaints and ensure compliance with reporting requirements
  • Develop and refine the complaints resolution process, focusing on learning and improvement from each case
  • Implement efficient tagging and tracking systems for complaints to facilitate analysis and reporting
  • Collaborate with various teams to integrate learnings, changes, or other improvements from complaints into company practices and policies
  • Lead projects and initiatives to enhance the overall complaints management program, including training and development for customer service teams