Associate, Sr. Complaints Specialist (Remote)

Join our mission to create a completely new, 100% digital bank that uses consumer feedback to truly meet customers’ best interests. Jenius Bank, a division of SMBC MANUBANK, and a member of SMBC Group, is being built by a close-knit and fun-loving team of financial services professionals and technology experts who came together for the challenge of building a full-service digital bank from scratch. We’re committed to doing it the right way for the customer and are growing rapidly. To learn more about our relationship to our parent company, visit our website.

The anticipated salary range for this role is between $73,000.00 and $94,000.00. The specific salary offered to an applicant will be based on their individual qualification, experiences, and analysis of current compensation paid in their geography and the market for similar roles at time of hire. The role may also be eligible for an annual discretionary incentive award. In addition to cash compensation, SMBC MANUBANK offers a competitive portfolio of benefits to its employees.
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Jenius Bank is strategically scaling up a portfolio of products and building extraordinary experiences. In 2023, we launched our first two products reaching $1 billion in deposits and over $700 million in loans, all before Jenius Bank’s first anniversary. We don’t plan to slow down, with ambitious growth plans and the capital necessary to execute a multi-year strategic plan. We have a start-up mindset paired with SMBC Group’s 400 years of history. SMBC Group has more than 150 offices and 86,000 employees worldwide in nearly 40 countries and is committed to creating new business to better serve customers in the rapidly evolving digital environment. Join us on the journey that has caught the attention of the Banking Dive, and more to reinvent banking where smarter banking translates to a richer life.

JOB SUMMARY:

As a Senior Complaints Specialist, you will own the end-to-end resolution of escalated inquiries and complaints—digging into transaction data, system logs and customer interactions to pinpoint root causes and document every finding with precision. You’ll leverage your deep understanding of our digital platforms, products and regulatory landscape to craft empathetic, professional responses that restore customer confidence while safeguarding the bank’s interests and ensuring full compliance. 

In this role, you’ll be the bridge between our customers and the organization—partnering with product, operations, legal and risk teams to drive rapid, compliant corrective actions and systemic improvements. You’ll communicate clearly and confidently, whether you’re explaining complex application decisioning, guiding customers through money-movement queries or translating feedback into actionable process enhancements. Your insights will help shape policy updates, streamline workflows and elevate the overall customer experience. 

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• • Collaborate with product, operations, technology and back-office teams to extract transaction data, system logs, digital footprints and any supporting documentation.  Conduct in-depth analysis of each complaint to identify root causes, contributing factors and potential system or process gaps. 
  • Serve as the primary point of contact for applicants and customers, by initiating outreach through calls and letters, handling inbound follow-ups on assigned cases, and delivering empathetic, clear and professional communications.  Tailor verbal and written resolutions—using both standardized and custom letters or scripts—to rebuild trust and ensure full understanding of next steps. 
  • Accurately and succinctly record every stage of the complaint lifecycle in the complaint-management system, including research activities, conversation summaries, escalation rationales and final remedies.  Maintain comprehensive, audit-ready case files that support internal quality reviews and external regulatory examinations. 
  • Leverage working knowledge of federal and state consumer-protection laws, rules and regulations—such as UDAAP, ECOA (Reg. B), FCRA (Reg. V), TISA (Reg. DD), EFTA (Reg. E) and others—to validate that proposed resolutions, policy adjustments and goodwill gestures are compliant and align with the institution’s risk appetite. 
  • Monitor defined escalation thresholds and refer complex, high-risk or systemic issues to senior management, legal counsel or specialized investigation teams.  Ensure rapid escalation for any matter with potential regulatory impact or exposure. 

POSITION SPECIFICATIONS

• • 5+ years of hands-on experience resolving customer complaints and delivering exceptional service, ideally within a financial services or digital banking environment. Ideal candidates would also have experience resolving complaints through regulatory agency portals such as FDIC, C