Manager, Complaints & Disputes Compliance

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About the role

Kikoff: The Fintech Powering Financial Security at Scale Kikoff is a profitable, pre-IPO fintech company on a mission to empower everyone to achieve financial security. With record revenue growth in 2025 and a unicorn valuation, we've built a suite of products that help millions of people build credit, access liquidity, and save money. We're scaling fast. Join us if you want to build something meaningful and help millions of people move forward financially. Why Kikoff: This is a consumer fintech startup, and you will be working with serial entrepreneurs who have built strong consumer brands and innovative products. We value extreme ownership, clear communication, a strong sense of craftsmanship, and the desire to create lasting work and work relationships. Yes, you can build an exciting business AND have real-life real-customer impact. About the Role Complaints and disputes are where Kikoff finds out what it is actually doing for its customers. They also arrive with a clock attached: the law, the regulators, and our bank partner each set deadlines, and none of them move. Reporting to the Head of Compliance, you will own the way we manage and respond to complaints and disputes. This role brings dedicated ownership for a program that scales with our products and our customers. You will mature Kikoff's complaints and disputes framework, strengthen how it operates in the hands of the Customer Experience team who interact with our customers, and make it hold as volume grows. You start as an individual contributor and hire an analyst as volume requires. The work is equal parts operating discipline and investigation: hitting every deadline is table stakes, and the value is in what the pattern of complaints and disputes tells us to go fix. What You'll Do • Manage and mature Kikoff's consumer complaints and disputes program as we scale, covering taxonomy and classification, intake, routing, service levels, investigation and resolution standards, root cause coding, recordkeeping, and reporting. • Partner with the Customer Experience team so the program works where customers reach us: complaint and dispute identification and coding in their workflow, training and calibration on what each one requires, and guidance on customer-facing responses. • Handle escalated complaints across every channel they arrive on: the CFPB Company Portal, state attorneys general and regulators, BBB, bank partner escalations, executive and legal escalations, and app store and social media. • Own disputes and error resolution against their regulatory clocks such as FCRA reinvestigation as a furnisher, Reg E error resolution, and Reg Z billing error handling. You will make sure a contact that is both a complaint and a dispute is classified by its legal trigger at intake and runs on both tracks. • Scale the program with new products and volume growth: write the procedures, specify the tooling, and use AI to organize incoming volume, summarize records, and prepare draft responses for review, so throughput grows faster than headcount. • Run root-cause analysis on individual matters and on themes, distinguish between one-off and systemic issues, and drive corrective actions with Product, Engineering, and Operations to verified closure. • Own the reporting: the metrics, the themes, and the package that goes to Compliance leadership, our bank partner, and governance committees. Serve as the subject matter owner for complaints and disputes in regulatory examinations, bank partner reviews, and internal audit. What We're Looking For • 6+ years in consumer financial services, including 3+ years owning complaints, disputes, or consumer compliance operations at a bank, fintech, lender, or servicer. • You have built or substantially rebuilt a complaints or disput

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