About the roleThe Customer Advocacy Manager is a people management position that will oversee and nurture a team responsible for managing and resolving consumer complaints. This role requires a meticulous understanding of complaint management procedures with a focus on regulatory oversight, exceptional leadership skills, strong analytical skills, and a commitment to delivering high-quality customer service. The position will be a member of Reprise’s Servicing Team and will report directly to the Director of Customer Advocacy.Key ResponsibilitiesLead a multi-faceted team where complaint resolution specialists interact with customers through phone, mail, text, and email—ensuring all service levels are met while delivering exceptional customer experience.Establish clear performance expectations and accountability through regular coaching, quality reviews, and one-on-one development conversations.Promote a culture of ownership, fairness, and continuous learning, ensuring the team remains customer-focused while meeting regulatory obligations.Design and deliver ongoing training focused on complaint handling, regulatory requirements, empathy, and critical thinking.Oversee day-to-day complaint operations to ensure accurate, timely, and well-documented resolution of written and verbal customer complaints.Manage intake, prioritization, and routing of complaints to meet internal service standards and regulatory timelines.Evaluate resource needs and adjust staffing or workflows to address volume fluctuations, escalations, and emerging risk areas.Ensure complaint responses are consistent, thorough, and aligned with company policies and regulatory expectations.Serve as a primary point of contact (POC) for all external regulatory and consumer protection escalations, including CFPB, State Attorneys General (AG), BBB complaints, FDIC, and other high-risk or sensitive cases.Own the end-to-end lifecycle of regulatory and complex complaint responses, ensuring accuracy, timeliness, and alignment with applicable laws, regulations, internal policies, and quality standards.Act as a strong customer advocate, delivering fair, well-reasoned outcomes that balance customer impact, regulatory risk, operational feasibility, and business objectives.Partner cross-functionally with Compliance, Legal, Operations, IT, Fraud, Loan Accounting, and other stakeholders to investigate issues, gather supporting documentation, and develop consistent, well-supported responses.Track, analyze, and report on complaint trends, root causes, and outcomes to identify customer pain points, emerging risks, and opportunities for product, process, or communication improvements.Collaborate closely with Legal and Compliance to meet regulatory deadlines, maintain response quality, and continuously enhance complaint handling, escalation management, and corrective action processes.Drive resolution of systemic issues and help prevent recurring complaints through insight-driven recommendations and corrective action plans.Skills, Knowledge, and Expertise5-7 years in customer service, complaints management, or escalations within highly regulated consumer financial services or banking environments, including experience leading or coaching teams.Associate degree or equivalent experience required; bachelor’s degree preferred.Strong understanding of federal and state consumer finance and banking regulations; experience with complaint management processes and a solid understanding of fraud and identity theft policies.Skilled in complaint management systems and related software; advanced proficiency in Microsoft Office Suite (Excel, Word, Outlook).Exceptional verbal and written communication skills, with the ability to convey complex information clearly and professionally.Demonstrated ability to analyze issues, identify root causes, and implement effective solutions under pressure.Strong interpersonal skills with the ability to empathize, build rapport, and advocate for customers while balancing business needs.Superior ability to prioritize, multitask, and manage competing deadlines in a fast-paced environment.Thrives in dynamic environments, adjusting quickly to changing priorities and evolving business needs.Ability to challenge ideas constructively, escalate concerns appropriately, and contribute to process improvements.LocationThis position is fully remote, allowing you to work from anywhere that suits you best! While you’ll primarily work from home, you are always welcome to visit our office in Irving, TX, whenever you choose. We encourage our remote team members to stay connected through regular virtual meetings and team events. All team members must reside in one of our approved locations by their start date.CompensationFor this role our salary range is $70,000 to $80,000 per year, depending on relevant experience. This role will also be eligible to receive a variable annual bonus based on both company and individual performance.
