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Full-Time

Customer Experience Manager

Complaints & Compliance

Confirmed live in the last 24 hours

Zip

Zip

501-1,000 employees

Provides digital payment and credit solutions

Financial Services
Fintech

Compensation Overview

$85.8k - $118.4kAnnually

+ Bonus + Equity Awards

Senior

Union City, NJ, USA + 1 more

Category
Customer Experience
Customer Success & Support
Required Skills
Communications
Management
Requirements
  • 5 years of experience in a complaints management and compliance role within the financial services industry.
  • Bachelor’s degree in Business, Finance, Law, or a related field (required).
  • Proven experience in managing customer complaints including Better Business Bureau (BBB), Attorney General, and Consumer Financial Protections Bureau (CFPB) complaints within a financial services environment.
  • Excellent analytical skills with the ability to identify trends and root causes from complaint data.
  • Ability to develop and implement policies and procedures that ensure compliance and improve customer experience.
  • Detail-oriented with strong organizational and time-management skills.
  • Ability to work independently and collaboratively in a fast-paced environment.
  • Strong problem-solving skills and a proactive approach to addressing issues.
  • Excellent communication and interpersonal skills, with the ability to influence and collaborate effectively across departments.
Responsibilities
  • Manage the end-to-end process of handling customer complaints, ensuring timely and satisfactory resolution.
  • Develop and implement policies and procedures for complaint management and compliance to meet regulatory requirements.
  • Analyze complaint data to identify trends, root causes, and areas for improvement in the customer experience.
  • Write and provide detailed summaries of complaint trends, resolutions, and compliance issues for our bank partner.
  • Monitor and report on key performance indicators (KPIs) related to complaint resolution, presenting findings and recommendations to senior management.

At Zip Co, a leader in digital financial services, employees thrive in an environment that emphasizes people-centered product innovation and financial well-being. This focus not only enhances the customer experience but also fosters a supportive and progressive workplace. With Zip Co's unique digital payment solutions and credit models, the company is at the forefront of driving real-world impacts in the finance sector, making it a rewarding place for those passionate about shaping the future of finance.

Company Stage

IPO

Total Funding

$1.1B

Headquarters

Sydney, Australia

Founded

2013

Growth & Insights
Headcount

6 month growth

1%

1 year growth

0%

2 year growth

-12%
Simplify Jobs

Simplify's Take

What believers are saying

  • The partnership with FEVO can significantly increase Zip's user base by making BNPL available for high-demand events like concerts and sports.
  • Zip's ability to offer flexible payment options can attract and retain millennial subscribers, who are a key demographic for BNPL services.
  • The $225 million credit facility from Victory Park Capital provides Zip with the financial resources to expand its services and improve its technology.

What critics are saying

  • Regulatory scrutiny from bodies like the Reserve Bank of Australia could impose new compliance costs and operational challenges.
  • The failure of ZestMoney, in which Zip had invested, highlights the risks associated with international expansion and investments in emerging markets.

What makes Zip unique

  • Zip's integration with FEVO's Social Checkout™ platform allows it to tap into the social commerce market, a unique angle compared to traditional BNPL providers.
  • The company's focus on flexible payment options during checkout aligns with the preferences of 50% of acquirers, giving it a competitive edge in merchant partnerships.
  • Zip's significant credit facility from Victory Park Capital and its strategic investments, such as the $50 million stake in ZestMoney, highlight its strong financial backing and growth potential.

Benefits

Parental leave - Enjoy up to 20 weeks paid leave and return part-time on a full-time salary for 3 months!

Bonus scheme - We give you skin in the game through our various share incentive programs.

Family support - We support our ZipFam on their life journey through people policies and programs.

Volunteer leave - Use your paid volunteer leave to Zip it forward and create change in your community.

Reward & recognition - We love celebrating your wins and giving you the freedom to choose how you're rewarded.

Career growth - You'll be given clear progression pathways and transparent coaching so you can truly flourish.