Senior Complaints Program Manager

Job Description

About OnePay

OnePay is a consumer financial services app with an exceedingly simple mission: to help people achieve financial progress.

Tens Of Millions Of Americans Today Are Unbanked Or Underbanked, Meaning They Don't Have Enough Money In Savings To Cover a Minor Emergency. They Pay Too Much In Fees, Don't Have Access To Credit At Affordable Rates, And Have Little Ability To Grow Their Wealth. OnePay's Vision Is To Create a Single App For Consumers To Save, Spend, Borrow, And Grow Their Money, Bringing Our Mission To Life With Simple And Accessible Banking, Credit, And Payments Products That Deliver a Best-in-class Experience To Millions Of Customers. Our Products Include

- Checking and high-yield savings accounts
- Domestic and international peer-to-peer payments
- Credit Builder and credit score monitoring
- Digital wallet / contactless payment solutions
- Buy-now-pay-later installment loans at Walmart

Why do we have a right to win We have the backing of Walmart (a Fortune 1) and Ribbit Capital (a preeminent fintech investor), are deeply embedded with the distribution of the world's largest omnichannel retailer, and have an industry-leading multi-product value proposition all in addition to having some of the best people and talent in the industry.

There's never been a better time to build a category-defining business and there has rarely been a team better positioned for the opportunity. Join us

The role

As a Complaint Associate, you will assist the department leader in managing the daily workflow and will develop the leadership skills needed to support the team in providing exceptional complaint resolutions. You'll process escalated complaints from start to finish, documenting your findings to bring the complaint to full resolution. You'll coach, develop, and build relationships with team members.

This Role Is Responsible For

- Be a key contributor in the improvement of policies and procedures, as a result of complaint trends.
- Reinforce superior quality assurance and provide real-time coaching to Complaint investigators.
- Assist department leader with complex tasks that include, but are not limited to, escalated complaints, SLA report reviews, as well as workflow and queue monitoring.
- Handle escalated complaints from start to finish within required SLA including direct communications with customer via phone, email, and chat.
- Provide direct responses to complaints received from regulatory bodies.
- Perform routine complaint case reviews, ensuring that adequate resolutions were provided to customer complaints.
- Ability to prioritize while managing multiple open complaints and deadlines.
- Collaborate with cross functional teams to address challenges streamline processes and rectify known issues.
- Perform in-depth analysis of complaint details to properly identify issues related to Ones products or services.
- Reinforce superior quality assurance by providing real-time coaching to complaint investigators at partner contact centers.
- Oversee day to day operations of offshore team members to strengthen the team's capabilities, improve customer service, and drive positive outcomes for the organization as a whole.

You bring

- 8+ years of experience in Fintech or Consumer Banking or 3+ years of experience in complaints handling.
- ZenDesk Experience is a plus.
- An act-like-an-owner mentality. We have a bias toward taking action.
- Strong interpersonal, analytical, investigative and problem solving skills.
- Outstanding verbal and written communication skills.
- Ability to understand complex process connectivity.
- Demonstrating the 4 H's; Humble, Honest, Hungry, and Hustle.
- Proven de-escalation techniques and abilities.
- Positive attitude and willingness to work with teammates on accomplishing tasks and responsibilities on an ongoing basis.
- Ability to work independently.
- This role requires overlap of US working hours

What it's like working @ OnePay

- Competitive cash
- Benefits effective on day one
- Early access to a high-potential, high-growth fintech
- Generous stock option packages in an early-stage startup
- Employer Provident Fund contributions
- Comprehensive health insurance for you and your family (health insurance, accident and disability insurance, term life insurance), including mental health support and wellness programs
- Flexible time off programs vacation, sick and other paid leaves and paid regional holidays
- Monthly transport allowance over and above fixed cash for office commutes
- Monthly work-from-home stipend over and above fixed cash for internet and utilities
- Hybrid working model work with our team in Bengaluru three times a week

Standard Interview Process

- Initial Interview with Talent Partner
- Technical or Hiring Manager Interview
- Team Interview
- Executive Interview
- Offer

Equal Employment Opportunity

To build technology and products that are used and loved by people and solve real-world problems, we need to build a team with many different perspectives and experiences. We are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We encourage candidates from all backgrounds to apply. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us at [Confidential Information].