• Review and validate executive, regulatory, and partner-bank complaints for accuracy, completeness, tone, and compliance. • Ensure correct complaint classification, documentation standards, and root-cause attribution aligned with Reg E, Reg Z, UDAAP, and partner-bank requirements. • Run quality reviews and targeted audits to confirm SLA adherence, response quality, and program consistency across internal and BPO workflows. • Lead investigations into critical escalations, coordinating cross-functionally to ensure a full-scope analysis and durable resolution. • Write clear, empathetic summaries of findings and recommendations for internal stakeholders and partner-bank partners. • Use SQL and analytics tools to identify trends, monitor KPIs (volume, repeats, SLA performance, regulatory distribution), and surface emerging risks. • Build and maintain dashboards and reporting that connect complaint data to VoC/QA signals and business outcomes. • Translate insights into actionable recommendations across training, policy, controls, and product improvements. • Support partner-bank reviews, due diligence requests, audits, and quarterly governance reporting with strong documentation and crisp storytelling.

• Serve as the operational point of contact for Reg E and Reg Z dispute workflows across vendor partners • Monitor vendor compliance with timelines, documentation standards, and audit readiness requirements • Build and maintain reporting and scorecards that track dispute accuracy, turnaround times, and SLA adherence • Conduct audits of dispute and fraud workflows to identify control gaps, quality issues, and automation opportunities • Partner cross-functionally to operationalize regulatory requirements into clear, durable processes • Use root-cause analysis to identify trends in disputes and chargebacks, recommending preventive improvements

• Be part of an empowered, innovative team • Play a critical role in making decisions

• Assist in developing and executing product development strategies that leverage company advantages • Design competitive and financially sound products based on client and field insight • Provide representation and advocacy for life product in cross-departmental project teams • Assist in the development and execution of product line sales goals, communication strategies, and product promotion plans • Provide ongoing analysis of and planning for future trends that may impact the financial results of the product line • Provide expert technical assistance/consultation to the field and home office regarding products, complex product analysis, competitive intelligence, sales illustrations and sales ideas