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Salary: USD 130,000 - 190,000 / annual
Kikoff is a profitable, pre-IPO fintech company on a mission to empower financial security at scale. With record revenue growth in 2025 and a unicorn valuation, the company has built a suite of products helping millions build credit, access liquidity, and save money.
Reporting to the Head of Compliance, you will own Kikoff's complaints and disputes program as it scales. This role combines operating discipline with investigation work. You start as an individual contributor and will hire an analyst as volume grows.
Key responsibilities:
- Manage and mature the consumer complaints and disputes program, covering taxonomy, classification, intake, routing, service levels, investigation standards, root cause coding, recordkeeping, and reporting.
- Partner with the Customer Experience team to embed complaint and dispute identification into their workflow, provide training on requirements, and guide customer-facing responses.
- Handle escalated complaints across all channels: CFPB Company Portal, state attorneys general, regulators, BBB, bank partner escalations, executive and legal escalations, and social media.
- Own disputes and error resolution against regulatory clocks including FCRA reinvestigation, Reg E error resolution, and Reg Z billing error handling.
- Scale the program with new products and volume growth by writing procedures, specifying tooling, and leveraging AI to organize volume, summarize records, and prepare draft responses for review.
- Run root-cause analysis on individual matters and themes to distinguish one-off from systemic issues, driving corrective actions with Product, Engineering, and Operations.
- Own reporting metrics, themes, and packages for Compliance leadership, bank partners, and governance committees. Serve as subject matter owner in regulatory examinations, bank partner reviews, and internal audits.
Requirements:
- 6+ years in consumer financial services, including 3+ years owning complaints, disputes, or consumer compliance operations at a bank, fintech, lender, or servicer.
- Demonstrated experience building or substantially rebuilding a complaints or disputes program.
- Working understanding of CFPB complaint handling and Company Portal expectations, FCRA disputes and furnisher reinvestigation, Reg E error resolution, UDAAP, and bank partner oversight requirements. Direct ownership of a CFPB Company Portal relationship required.
- Deep experience applying AI to high-volume complaint and dispute work (organizing volume, summarizing records, preparing draft responses with human review).
- Strong writing ability across three audiences: customers, regulators, and leadership.
- Ability to pull and segment complaint and dispute data independently, normalize data for trend analysis, distinguish patterns from noise, and size problem populations.
- Prior management or sustained mentorship experience with appetite to hire and develop an analyst.
- Experience with credit-building, credit reporting, or lending products, and experience supporting examinations or audits preferred.
