Description

Title: Consumer Complaints Manager

Location: Los Angeles, CA; Hybrid (3 days in-office per week)

Reports To: Corporate Counsel

The Company:

Sunbit builds financial technology for real life. Our AI-native platform helps more people get to “yes” at the moments that matter with personalized offers, transparent terms, and no added consumer fees. In stores, practices and service centers across the country, Sunbit provides a fast, fair pay-over-time option. For everything else, the Sunbit Credit Card delivers a modern, no-fee credit experience managed in a powerful mobile app.

We are guided by people-centered values: Serve Others Before Self, Include Always, Connect Genuinely, Innovate for Good. These values shape how we build, how we support customers and merchants, and how we work with each other.

What makes Sunbit different is an AI-native infrastructure that runs through the full customer and merchant journey. Our interconnected AI systems power instant decisioning, streamline fraud checks with human-in-the-loop safeguards, and enable highly personalized offers at scale. The result is a quick, fair, and simple experience for consumers and merchants.

We pair this technology with inclusion and transparency. Sunbit delivers industry-leading approval rates — 90%+ in auto service and 85%+ in dental — while maintaining zero consumer fee-based revenue. It is a better way to serve people and merchants, proven at scale.

Today, Sunbit is available across a nationwide, in-person merchant network of 30,000+ locations spanning auto service centers, dental and optical practices, veterinary clinics, and other specialty services. We help teams say “yes” more often and help customers move forward with confidence.

Requirements

Key Responsibilities

Regulatory & Agency Response Management:

• Lead the comprehensive investigation and formal drafting of responses for complaints received from regulatory bodies, including the Consumer Financial Protection Bureau (CFPB), Better Business Bureau (BBB), State Attorneys General, and other financial regulators. Ensure all agency responses are substantiated by data, legally sound, and delivered within strict statutory deadlines to mitigate regulatory risk.
• Coordinate with bank partners during third-party audits and regulatory examinations related to complaint handling.
• Serve as the primary point of contact for all regulatory inquiries.

Strategic Root Cause Analysis:

• Utilize data analytics to identify systemic issues, operational friction points, and emerging trends within the consumer journey.
• Collaborate directly with key stakeholders (e.g., Product, Operations, Engineering, and Legal) to implement technical or procedural changes based on complaint analysis to reduce complaint volume and improve customer outcomes.
• Take full end-to-end ownership of the complaint monitoring process, including daily tracking of data to understand emerging trends and take any steps necessary to ensure timely root cause analysis and corrective actions take place, including drafting memoranda, creating training materials and plans, implementing cross-functional process changes, and monitoring adoption.
• Provide actionable recommendations for corrective actions and work closely with business counterparts to ensure those actions are advanced and implemented.

Data Reporting & Performance Metrics:

• Design and manage automated dashboards to track key performance indicators and sentiment analysis.
• Prepare and present weekly, monthly and quarterly complaint trend reports to senior leadership and bank partners, translating data into actionable business recommendations.

Quality Assurance & Policy Governance:

• Maintain and update the company’s internal policies and standard operating procedures to ensure ongoing compliance with evolving regulations (e.g., UDAAP, Reg E, Reg Z).
• Conduct periodic quality assurance of the complaint process to ensure compliance with all relevant regulatory statutes

Cross-Functional Leadership & Stakeholder Management:

• Routinely audit existing compliance processes, automated controls, and standard operating procedures to identify inefficiencies, vulnerabilities, or gaps that require systemic improvement.
• Direct all compliance-driven transformation initiatives, guiding the end-to-end implementation of corrective actions to internal systems to ensure that customer journeys remain compliant, adaptable, and resilient.
• Serve as the subject matter expert on consumer complaints across the organization, advising senior leadership on regulatory risk, complaint trends, and remediation strategies.
• Build high-performing workflows, SLAs, and escalation protocols, including exploring, implementing, and managing new analytical and automation tools and platforms.
• Develop and maintain customer remediation frameworks, including refund and credit policies, to ensure consistent and compliant resolution outcomes.

Experience / Skills Required

• Education: Bachelor’s degree in Business, Finance, Legal Studies, or a related field, or equivalent professional experience in consumer financial services compliance.
• Professional Experience: 3+ years of direct experience in consumer complaint management, regulatory response, or compliance operations within the consumer lending or banking sector. Broader consumer financial services compliance experience in the banking industry is preferred. Regulatory licensing experience is a plus.
• Technical Proficiency: Experience working with modern CRM and ticketing systems (e.g., Jira, Salesforce, Zendesk) and an ability to collaborate with engineering teams on API or system-driven process improvements. Proficiency with data visualization tools (e.g., Sigma).
• Regulatory Expertise: Strong working knowledge of federal and state consumer protection laws, including Reg E, Reg Z, FCRA, and UDAAP.

Core Competencies:

• Superior analytical and problem-solving skills.
• Exceptional written communication skills with the ability to synthesize complex data into clear, professional narratives.
• Proven track record of optimizing complaints management process.
• Familiarity with the technical tools for complaints management and ability to
• Ability to work independently in a fast-paced, high-growth environment.

How We Pay:

• We believe in paying fairly and equitably based on a number of factors including but not limited to previous experience, relevant work history, interview performance, geographical location, internal equity, and expected level of ownership.
• We are targeting a salary of $90,000 - $110,000 per year for this role
• This role will also be granted company equity via stock options