layiq

/la·yiq/adjective

worthy; deserving; fitting; suitable.

A role, opportunity, or path that merits attention, time, and pursuit.

Consumer Compliance Manager, Complaints at Cardless | LAYIQ

Typically 4 to 7 years in consumer compliance, complaint management, disputes, or a closely related function within banking, fintech, credit cards, lending, or payments, with hands-on experience investigating and resolving consumer and agency complaints.
Working knowledge of the regulations complaints turn on: Regulation Z, Regulation E, Regulation B, UDAAP, FCRA, and FDCPA.
Demonstrated root cause analysis skill: you can take a cluster of complaints, work out what is causing them, and say so in writing with evidence.
Experience driving corrective action across functions you do not manage, particularly Engineering and Operations, through to validated closure.
Excellent written communication, and comfort using data and AI tools to work more efficiently and expand coverage.
Organized and self-directed: many open matters with hard deadlines, no playbook, no daily check-in, and nothing gets dropped.
Bonus Points
Experience in credit card issuing or co-branded card programs, or responding to CFPB portal complaints alongside a partner bank.
Background in disputes, fraud, or servicing operations, where many complaint root causes live.
Experience building or maturing a complaint program, or writing procedures and agent guidance for a support organization.
CRCM or another consumer compliance certification.
This role isn't a fit if
We work in the office 5 days a week in San Francisco. If you need a hybrid or remote schedule, this is not the seat.
There is no playbook for this role and no daily check-in. If you do your best work with structure handed to you, this is not the seat.
This is a hands-on build, not a maintenance job. If you are looking for a quiet compliance role with settled processes, this is not the seat.
Behind every complaint is a customer, and the job is to make the pattern stop. If the response letter is where your work ends, this is not the seat.
Why this role
You get the whole loop. Most complaint roles stop at the response letter. This one runs through root cause, corrective action, and validation, so you fix things rather than only respond to them.
Complaints are one of the most visible compliance functions we have. Your analysis goes to our bank partners, the Compliance Committee, and the Board, and you sit at the intersection of Compliance, Customer Experience, Engineering, and Product.
We are AI-forward. If you want to automate the repetitive parts of this job, we will give you the tools to do it.
What success looks like.
In your first 90 days you own the complaint queue, every matter has a target date and is on track, and you have a first cut of categorization and trend reporting our bank partners recognize as an improvement. By six months you run a mature program: defined intake, consistent categorization, reliable monthly reporting to each bank partner, and quarterly findings to the Compliance Committee and the Board. You have taken at least two recurring complaint themes through root cause to validated remediation and the volume in those categories is measurably down. Customer Experience handles routine matters correctly at first contact because you gave them the procedures to do it, and complaints have become the early warning system the rest of the compliance program uses.

Consumer Compliance Manager, Complaints

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