Senior Complaints Specialist, Kikoff
$87.5-112.5k
+ Equity
Personal finance & credit building platform
Open for applications
Personal finance & credit building platform
101-200 employees
Open for applications
$87.5-112.5k
+ Equity
101-200 employees
Company mission
To provide refreshingly fair, effective and simple pathways to meet your financial goals.
Role
Who you are
- Have 2+ years of experience in financial services, preferably in operations, complaints, compliance, risk management, dispute processing, and/or audit roles
- Have a strong ability to build relationships as well as establish trust and credibility with your colleagues through excellent verbal, written, and interpersonal communication skills
- Work effectively in a team environment where flexibility, collaboration, and adaptability are important
- Escalated customer support experience in a high-volume environment
- Possess strong critical thinking, comprehension, multi-tasking, organizational and prioritizing skills
- Have effective time management
- Have advanced Microsoft Office or G Suite skills
- Familiarity with Fintech’s and credit products
What the job involves
- As a Complaint Specialist at Kikoff, you’ll be joining our growing Operations and Support team by contributing to our growing complaints team using your sound judgment, innovative thinking, and collaborative decision making
- You’ll utilize your research and investigation skills to review consumer experiences that resulted in consumer dissatisfaction and what drove the complaint
- You’ll work cross functionally with internal and external teams including operations, legal and compliance to identify trends and process gaps
- You’ll serve as an internal consumer advocate, a subject matter expert to address the complaint received by regulated entities fully and completely
- Research member complaints to comprehensively understand a consumer’s experience with Kikoff. Identify the driver of the complaint to address with the consumer fully and accurately
- Partner with process owners, product, legal and compliance to resolve member complaints. Pinpoint process gaps and escalate with a reasonable resolution to the appropriate business partner for remediation
- Resolve member complaints as in line with Kikoff’s existing processes and procedures
- Create draft summaries, detailed timelines and fact patterns that relate to a consumer’s complaint. Pull relevant supporting documentation and take full ownership for creating a thorough complaint response
- Respond to consumer complaints in a clear and concise manner. Explain what went right and what went wrong in language that makes sense to a consumer and to a regulator
- Coach and provide feedback in a timely manner to support members where applicable
- Work with existing and new Kikoff tooling to identify gaps within the system and reduce user friction for both internal and external users. Suggest improvements for tools and software to better track, test, and promote compliance and operation functions and initiatives
- Develop and maintain extensive knowledge of federal, state, and local consumer protection laws and regulations applicable to all of Kikoff’s products
- Contribute to complaint reporting to keep key stakeholders aware of complaint issues and trends on a regular basis
- Maintain and or create new reporting to ensure retention of historical data
- Regularly review our complaints process to understand where changes need to be made
- Partner with our supporting bank team on any complaints they may have oversight on
Our take
Having a solid credit history is a fundamental building block for financial health and there is a large market of people looking to build or rebuild their credit scores. Roughly half of all American adults have subprime credit or no credit whatsoever, and it’s safe to say there is a demand for credit products tailored to beginners and builders.
Kikoff is a credit-building platform aimed at Millennials and GenZ. Their signature product helps consumers without a credit history to positively influence several key aspects of their credit score. This includes their payment history, how much they owe, and the length of their account history.
Kikoff's goal is to help customers across their entire financial journeys and create a simple and positive banking relationship: from stabilizing cash flows to accumulating savings, and building towards long-term goals such as a mortgage. The company plans to build out its technology and team, across all function areas, to bring new products to market in the future.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 3 rounds)
Jun 2021
$30m
SERIES B
Jul 2020
$10m
SERIES A
Total funding: $42.5m
Company benefits
- Medical, dental, and vision coverage - Kikoff covers the full cost of health insurance!
- Stock Options
- Generous unlimited vacation policy to help you recharge
- Regular team building events to help you get to know the Kikoff team and soo much more!
Company values
- Extreme ownership
- Clear communication
- A strong sense of craftsmanship
- The desire to create lasting work and work relationships
Company HQ
Financial District, San Francisco, CA
Articles
Leadership
Cynthia Chen
(Co-Founder & CEO)An experienced Chief Revenue/Risk Officer, Cynthia has worked at OnDeck, LendingHome and Figure. Co-founded Figure in 2018, and Kikoff in 2019.
Christophe Chong
(CTO)Experience as a Software Engineer at Facebook from 2016-2019, and Head of Growth at Lime between 2018-2019. Co-founded Kikoff in 2019.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 21 more jobs at Kikoff