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We started Dave for one reason: banks weren’t built for people like us, and we knew we deserved better.
Complaint Governance Specialist
Location
United States
Posted
129 days ago
Salary
$83K - $125K / year
Seniority
Senior
Job Description
Complaint Governance Specialist
Dave
• 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.
Job Requirements
- 3–5 years in complaint management, compliance, risk operations, or a related function within fintech, banking, or financial services.
- Working knowledge of Reg E, Reg Z, and UDAAP, and how those expectations show up in complaint handling and documentation.
- Experience investigating or reviewing executive, regulatory, and/or partner-bank complaints and escalations.
- Strong SQL skills and comfort using data to detect patterns, quantify risk, and drive recommendations.
- Excellent written and verbal communication — you can explain complex situations simply, accurately, and with empathy.
- Track record of partnering effectively with Compliance/Legal, Risk, Product, Engineering, and Operations.
- High judgment, attention to detail, and discretion with sensitive regulatory information.
- Bonus: Experience supporting partner-bank exams, audits, or formal due-diligence requests.
- Bonus: Familiarity with complaint taxonomies, root-cause frameworks, and QA programs in regulated environments.
- Bonus: Dashboarding experience (e.g., Looker, Tableau, Mode, or similar tools).
Benefits
- Premium Medical, Dental, and Vision Insurance plans
- Generous paid parental and caregiver leave
- 401(k) savings plan with matching contributions
- Financial advisor and financial wellness support
- Flexible PTO and generous company holidays, including Juneteenth and Winter Break
- Flexible hours and virtual first work culture with a home office stipend
- All-company in-person events once or twice a year and virtual events throughout.
- Opportunity to tackle tough challenges, learn and grow from fellow top talent, and help millions of people reach their personal financial goals
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