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Block · 12 hours ago

Complaints Manager

Salt Lake City, UT, United States of America

Full-time

Onsite

Mid, Senior Level

$112K/yr - $168K/yr

3+ years exp

Block is a company dedicated to economic empowerment through various innovative technologies. The Complaints Manager will lead a team to enhance customer experience by managing the complaints process, ensuring compliance, and driving operational improvements.

Financial Services

H1B Sponsor Likely

Responsibilities

Lead a team of direct reports who handle customer complaints across our consumer and commercial lending products

Oversee the end-to-end complaints handling process, ensuring timely investigation and resolution as required by business benchmarks and/or regulatory/compliance requirements

Provide consistent, growth related feedback and coaching to direct reports based on their performance and career trajectory

Proactively partner with Compliance and Risk teams to ensure all Analysts (both Commercial and Consumer accounts) comply with all regulatory requirements and internal policies related to complaints handling

Analyze complaints program data to identify trends, root causes, and areas for process improvement

Collaborate with internal teams (e.g., Customer Success, Legal, Compliance) to enhance the customer experience for commercial and consumer programs

Work with internal partners to develop and maintain dashboards, KPIs, regular reporting on complaint metrics, key insights, and recommended improvements to senior leadership. Provide actionable insights to Complaints team, leadership, and stakeholders using data analytics

Handle escalated complaints and act as the final point of resolution for complex issues

Continuously improve complaints processes to enhance customer satisfaction and operational efficiency

Qualification

Complaints handlingData analysisPeople managementSQLCRMPresentation skillsWritten communicationOral communication

Required

3+ years of professional experience with either a financial institution or payment provider preferred specializing in consumer lending, collections, servicing, or a related field

1+ year(s) of professional experience as a direct people lead, able to provide consistent feedback and coaching, set and maintain expectations, and deliver results

Strong analytical skills with experience in complaints data analysis and reporting

Excellent written, oral and presentation skills and an ability to synthesize information and make clear, concise recommendations on a course of action

Preferred

Strong technical skills in SQL, CRM, and data analysis tools a plus

Benefits

Remote work

Medical insurance

Flexible time off

Retirement savings plans

Modern family planning

Company

Block

Glassdoor3.9

Block is one company built from many blocks, all united by the same purpose of economic empowerment.

Founded in 1990

Oakland, California, US

10001+ employees

https://block.xyz/

H1B Sponsorship

Block has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (257)

2024 (253)

2023 (260)

2022 (297)