Full-Time

Customer Experience Manager

Complaints & Compliance

Posted on 8/22/2024

Zip

Zip

1,001-5,000 employees

Provides buy now, pay later services

Fintech
Consumer Goods

Compensation Overview

$85.8k - $118.4kAnnually

+ Bonus + Equity Awards

Senior

Union City, NJ, USA + 1 more

More locations: United States

Remote-first opportunity with option to work in-person at Manhattan office.

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.

Zip Co offers buy now, pay later (BNPL) services that allow consumers to make purchases and pay for them over time without interest. Its main products, Zip Pay and Zip Money, cater to different spending needs, with Zip Pay for everyday purchases and Zip Money for larger expenses. The service works by enabling users to shop at partnered retailers and manage their payments through a clear and transparent system, where they can see how much they owe and when payments are due. Unlike many competitors, Zip focuses on providing flexible payment options and a straightforward fee structure, generating revenue through merchant fees, late fees, and interest on select products. The company's goal is to simplify the purchasing process for consumers while expanding its market presence across various countries.

Company Stage

IPO

Total Funding

$972.7K

Headquarters

Sydney, Australia

Founded

2013

Growth & Insights
Headcount

6 month growth

0%

1 year growth

-2%

2 year growth

-1%
Simplify Jobs

Simplify's Take

What believers are saying

  • Zip's potential partnership with Apple could significantly boost its US market presence.
  • Integration with Stripe allows easy BNPL access for US merchants, expanding Zip's reach.
  • The rise of in-store BNPL usage in the US shows growing consumer adoption.

What critics are saying

  • Increased competition from tech giants like Apple could threaten Zip's market share.
  • Regulatory changes in Australia may impact Zip's profitability and operations.
  • Reliance on partners like Stripe ties Zip's success to their platform stability.

What makes Zip unique

  • Zip offers interest-free BNPL services, enhancing consumer financial flexibility.
  • The company operates in diverse markets, including Australia, the US, and the UK.
  • Zip's partnerships with retailers improve shopping experiences and financial management for consumers.

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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.

INACTIVE