Compliance Manager

at  Affirm

Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest.
We are seeking a highly motivated and experienced Compliance Manager. As a Compliance Manager, you will be responsible for overseeing the compliance complaints program, reviewing regulatory complaints, developing metrics and reporting to senior management, and managing compliance issues identified through the program. This role involves close collaboration with various departments to resolve complaints and implement systemic improvements. The ideal candidate will have experience in regulatory compliance, exceptional analytical skills, and a proven track record in developing and implementing effective compliance programs.

• Compliance Complaint Management: Oversee the lifecycle of customer complaints from a compliance perspective, from receipt to resolution. Ensure timely and effective handling of complaints in accordance with regulatory requirements and internal policies.
• Compliance and Regulatory Adherence: Ensure complaints are managed in compliance with relevant regulations, industry standards, and company policies. Stay abreast of regulatory changes and adjust processes as necessary.
• Root Cause Analysis: Conduct thorough investigations to identify the root causes of complaints. Work with relevant departments to implement corrective actions and prevent recurrence. Ensure consumer compliance issues and associated risks of harm to consumers identified through complaints are escalated and corrected in a timely manner.
• Process Improvement: Develop and refine complaint handling processes to improve efficiency and effectiveness.
• Reporting and Documentation: Prepare regular reports for senior management and regulatory bodies, highlighting trends and areas for improvement.
• Stakeholder Collaboration: Work closely with various internal stakeholders, including customer operations, legal, product, and risk management teams, to address and resolve complaints.
• Audit and Review: Participate in internal and external audits. Ensure all complaint handling processes are audit-ready and compliant with regulatory expectations.
• Metrics and KPIs: Develop and track key performance indicators (KPIs) to measure the effectiveness of the complaint handling process. Use data-driven insights to drive continuous improvement.