Customer Advocacy & Complaint Management Specialist
GOEBEL FIXTURE COMPANY, Raleigh, NC, United States
Customer Advocacy & Complaint Management Specialist (Finance)
Overview Join Our Team--Where Advocacy, Precision, and Purpose Matter. At BM Technologies, we take customer advocacy seriously. Our Customer Advocacy & Complaint Management team plays a critical role in ensuring regulatory compliance, protecting our customers, and continuously improving how we operate. If you're detail-oriented, thoughtful, and motivated by doing the right thing, this role offers meaningful impact and professional growth.
Responsibilities
Investigate regulatory and executive-level customer complaints; review documentation, system data, and customer interactions.
Prepare clear, well-supported complaint response packages and narratives; identify root causes and help prevent future issues.
Collaborate with Compliance, Client Operations, Audit, Fraud/Loss Prevention, and bank partners.
Support monthly reporting and complaint sampling activities; contribute to continuous improvement initiatives.
Provide exceptional service to both internal and external customers.
Assist with projects and additional responsibilities as assigned.
What Makes You a Great Fit
You are patient, methodical, and highly attentive to detail.
You're comfortable working through established processes and regulations; you communicate clearly, especially in writing, when explaining complex issues.
You enjoy collaborative work while also managing tasks independently.
You are adaptable and open to learning as business needs evolve.
You thrive in roles that require precision, steady follow-through, and accountability.
Qualifications Required
2-4 years of experience in regulatory complaint management, compliance, risk management, customer advocacy, or a related financial services role.
Proven ability to draft clear, accurate written responses for regulators and executive audiences.
Strong analytical skills with the ability to identify root causes and assess impact.
Excellent written and verbal communication skills.
Strong organizational skills, time management, and attention to detail.
Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
Proficiency in Microsoft Word, Excel, and Outlook.
Willingness to adapt, learn, and support other areas as business needs evolve, with or without reasonable accommodation.
Preferred
Experience responding to regulatory complaints (e.g., CFPB, OCC, state regulators).
Prior compliance or complaint management experience.
Financial institution, fintech, or bank partner environment experience.
Familiarity with complaint management or case tracking systems.
Experience supporting audits, exams, or regulatory reviews.
Bachelor's degree in Business, Finance, Risk Management, or a related field (or equivalent experience).
Benefits
Competitive total compensation.
Comprehensive medical, dental, and vision insurance.
Retirement savings plans with company match.
Paid time off and company-observed holidays.
Professional development and training opportunities.
Employee assistance programs.
Opportunities to serve and support our communities.
Risk Management Requirements This position requires adherence to Workplace Policies, Code of Conduct, privacy and information security standards, and all applicable Anti-Money Laundering, Bank Secrecy Act, and USA PATRIOT Act requirements. Employees are expected to operate within authorized limits, follow established controls, and actively support risk mitigation efforts to protect customers, partners, and the organization.
Our Core Values
Enterprising - Resourceful problem-solving to support clients and partners responsibly.
Intentional - We do what we say we will do, carefully, consistently, and with attention to detail.
Responsive - We act promptly to identify, investigate, and remediate risk.
Considerate - We demonstrate professionalism, integrity, and respect in every interaction.
#JoinOurTeam #CustomerAdvocacy #ComplaintManagement #ComplianceCareers #RiskManagement #FinancialServicesJobs
#J-18808-Ljbffr
Overview Join Our Team--Where Advocacy, Precision, and Purpose Matter. At BM Technologies, we take customer advocacy seriously. Our Customer Advocacy & Complaint Management team plays a critical role in ensuring regulatory compliance, protecting our customers, and continuously improving how we operate. If you're detail-oriented, thoughtful, and motivated by doing the right thing, this role offers meaningful impact and professional growth.
Responsibilities
Investigate regulatory and executive-level customer complaints; review documentation, system data, and customer interactions.
Prepare clear, well-supported complaint response packages and narratives; identify root causes and help prevent future issues.
Collaborate with Compliance, Client Operations, Audit, Fraud/Loss Prevention, and bank partners.
Support monthly reporting and complaint sampling activities; contribute to continuous improvement initiatives.
Provide exceptional service to both internal and external customers.
Assist with projects and additional responsibilities as assigned.
What Makes You a Great Fit
You are patient, methodical, and highly attentive to detail.
You're comfortable working through established processes and regulations; you communicate clearly, especially in writing, when explaining complex issues.
You enjoy collaborative work while also managing tasks independently.
You are adaptable and open to learning as business needs evolve.
You thrive in roles that require precision, steady follow-through, and accountability.
Qualifications Required
2-4 years of experience in regulatory complaint management, compliance, risk management, customer advocacy, or a related financial services role.
Proven ability to draft clear, accurate written responses for regulators and executive audiences.
Strong analytical skills with the ability to identify root causes and assess impact.
Excellent written and verbal communication skills.
Strong organizational skills, time management, and attention to detail.
Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
Proficiency in Microsoft Word, Excel, and Outlook.
Willingness to adapt, learn, and support other areas as business needs evolve, with or without reasonable accommodation.
Preferred
Experience responding to regulatory complaints (e.g., CFPB, OCC, state regulators).
Prior compliance or complaint management experience.
Financial institution, fintech, or bank partner environment experience.
Familiarity with complaint management or case tracking systems.
Experience supporting audits, exams, or regulatory reviews.
Bachelor's degree in Business, Finance, Risk Management, or a related field (or equivalent experience).
Benefits
Competitive total compensation.
Comprehensive medical, dental, and vision insurance.
Retirement savings plans with company match.
Paid time off and company-observed holidays.
Professional development and training opportunities.
Employee assistance programs.
Opportunities to serve and support our communities.
Risk Management Requirements This position requires adherence to Workplace Policies, Code of Conduct, privacy and information security standards, and all applicable Anti-Money Laundering, Bank Secrecy Act, and USA PATRIOT Act requirements. Employees are expected to operate within authorized limits, follow established controls, and actively support risk mitigation efforts to protect customers, partners, and the organization.
Our Core Values
Enterprising - Resourceful problem-solving to support clients and partners responsibly.
Intentional - We do what we say we will do, carefully, consistently, and with attention to detail.
Responsive - We act promptly to identify, investigate, and remediate risk.
Considerate - We demonstrate professionalism, integrity, and respect in every interaction.
#JoinOurTeam #CustomerAdvocacy #ComplaintManagement #ComplianceCareers #RiskManagement #FinancialServicesJobs
#J-18808-Ljbffr