Executive & Regulatory Member Relations Manager, Chime
$130.1-180.6k
+ Bonus + Equity package
Mobile banking for the everyday person
Be an early applicant
Mobile banking for the everyday person
1001+ employees
Be an early applicant
$130.1-180.6k
+ Bonus + Equity package
1001+ employees
Company mission
To make financial peace of mind a reality for millions of everyday people.
Role
Who you are
- 5+ years of experience in complaints handling or compliance operations including at least 2 years in a people management role
- Demonstrated success in leading teams, managing performance, and building inclusive, high-trust environments
- Strong analytical and decision-making skills with an eye for operational metrics and trend analysis
- Excellent communication skills with the ability to represent the voice of the member and influence cross-functional decision-making
- Ability to balance tactical day-to-day work with longer-term strategic initiatives
- Knowledge and experience with consumer financial regulations such as: Fair Lending, UDAAP, FCRA, SCRA, Bankruptcies, and others
- Experience using case management systems such as Zendesk, JIRA, Saleforce, or similar tools
- Advanced Microsoft Office or G Suite skills; SQL experience and dashboarding experience using data visualization tools, e.g. Looker, Tableau, or Microsoft Power BI is preferred
What the job involves
- As the Operations Manager for the Executive & Regulatory Member Relations team, you will be responsible for overseeing the day-to-day execution of complaint management processes, ensuring operational efficiency, service excellence, and regulatory compliance
- This role will report directly to the Executive & Regulatory Member Relations Senior Manager and support a dynamic team working to resolve the most urgent and sensitive member concerns
- You’ll lead a team of specialists, partner closely with cross-functional teams, and play a key role in performance monitoring and process improvement
- This is a critical leadership role in a growing function that balances operational excellence with strategic initiatives aimed at reducing complaint volume and enhancing the overall member experience
- Provide daily operational oversight and guidance to complaint specialists, ensuring SLA adherence, process consistency, and high-quality member interactions
- Hire, coach, and develop top talent while fostering a culture of inclusion, feedback, and performance
- Partner with cross-functional teams (e.g., Legal, Compliance, Product, and Member Services) to resolve escalated issues and implement complaint-driven improvements
- Analyze complaints data to identify trends and drive root cause analysis, presenting actionable insights to senior leadership and relevant stakeholders
- Ensure accurate documentation and resolution of complaints in compliance with regulatory and internal standards
- Collaborate with analysts/program managers to identify opportunities to scale processes, reduce manual work, and implement automation or tooling enhancements
Our take
Chime is part of the growing realm of fintech banks and providers, emphasizing straightforward, cost-effective banking solutions. It cuts the expenses tied to basic bank accounts and provides users with greater autonomy in managing their finances.
In contrast to many traditional banks that levy steep fees and hefty penalties for overdrafts while offering meager interest rates on savings, Chime addresses a crucial gap in the banking sector. Its primary focus is on catering to individuals with modest savings who seek the convenience of automated digital banking.
With a remarkable ascent in its trajectory, Chime's current valuation stands at $25.5B, a staggering $23.5B surge from its early 2019 valuation, underscoring its impressive and swift expansion. However, competition remains fierce, with other neobanks like Ally offering similar features and vying for the same customer base.
Freddie
Company Specialist at Welcome to the Jungle
Insights
0% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Aug 2021
$750m
SERIES G
Sep 2020
$485m
SERIES F
Total funding: $2.0bn
Company benefits
- Physical: We believe in taking care of your physical health, so as a Chimer you’ll get medical, dental, and vision insurance, as well as benefits to support your physical activity, family planning, and all of your little Chimers
- Emotional: We know that staying healthy involves a lot more than doctor’s checkups. We partner with Modern Health to help you navigate your mental health, give monthly Take Care of Yourself Days, and want you to take time off when you need it
- Financial: We want Chimers to save and feel financially supported, so we offer savings plans with competitive matching, as well as access to financial planning and legal assistance so that you can find your financial peace of mind
- Social: We’ll celebrate your milestones together with travel stipends, swag, and high-fives and make sure you’re connected to fellow Chimers through our Chime Resource Groups (CRGs) and company events
Company HQ
Nob Hill, San Francisco, CA
Leadership
Chris Britt
(Co-Founder & CEO)Chris worked as an Accenture Management Consultant for 4 years before roles at CMGI, Comscore Networks, and Visa. They left their position as an SVP of Corporate Development at Green Dot Corporation to co-found Chime in November 2012.
Ryan King
(Co-Founder)Ryan worked at Plaxo for 8 years, first as Lead Engineer and then working their way up to VP of Engineering & COO. They went on to be CTO & Vice President at Comcast Silicon Valley Innovation Centre before co-founding Chime.
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