Customer Resolution Lead

Local or 100% Remote

About Point

✨ Real Impact, Real People: Our mission at Point is to make homeownership more valuable and accessible. Your work directly helps homeowners access their wealth, achieve financial flexibility, and realize life changing goals.

✨ Funding: With over $175M raised from top investors like Andreessen Horowitz, WestCap, Greylock, and Prudential, we’re scaling fast! You have the opportunity to join us at a pivotal stage.

✨ Game-changing Product: We're building a category defining company in home equity. We’ve earned a 4.7 Trustpilot rating and an A+ from the BBB, a testament to the value we provide to our 15,000+ customers.

✨ Great Place to Work: Our employees love working here! We are a Certified Great Place to Work and a Fortune Best Workplaces in the Bay Area.

✨ Remote First Culture, Genuine Connection: Work from anywhere in the U.S., while staying closely connected through virtual collaboration, team gatherings, and a people-first culture.

 

About the role

The Customer Resolution Lead is responsible for designing, maintaining, and overseeing Point’s Complaint Management Policy to ensure compliance with applicable federal, state, and regulatory requirements. This role ensures complaints are identified, logged, investigated, resolved, reported, and used to drive systemic improvements across the organization.

 

Your responsibilities

• Complaint Intake & Resolution

  • Oversee end-to-end complaint lifecycle, including intake, classification, investigation, response, and closure
  • Ensure timely and compliant responses to consumer complaints, including regulatory timelines
  • Coordinate with internal stakeholders (Operations, Product, Legal) to resolve complaints

  Regulatory & Compliance Oversight

  • Maintain compliance with applicable regulations (e.g., CFPB, state regulators, UDAP/UDAAP, consumer protection laws)
  • Prepare and submit regulatory complaint responses as required (e.g., CFPB portal, state agencies)
  • Serve as the primary point of contact for complaint-related regulatory inquiries and examinations

  Program Governance & Controls

  • Develop, document, and maintain complaint management policies, procedures, and controls
  • Establish complaint categorization, root-cause analysis, and escalation frameworks
  • Ensure complaint data integrity and audit readiness

  Reporting & Analytics

  • Produce regular complaint reporting for senior management and board-level oversight
  • Analyze complaint trends to identify root causes, systemic issues, and compliance risks
  • Recommend corrective actions and track remediation efforts

  Training & Advisory

  • Provide guidance and training to internal teams on complaint handling requirements
  • Act as a subject matter expert on complaint-related compliance matters
  • Support compliance risk assessments and issue management processes

 

About you

• 5+ years of experience in compliance, risk management, or complaint management within financial services or fintech
• Strong knowledge of consumer protection regulations and complaint handling requirements
• Experience responding to regulatory complaints (e.g., CFPB, state AGs)
• Excellent analytical, writing, and communication skills
• Proven ability to manage cross-functional workflows and deadlines

 

Our benefits 

• Generous health benefits: We provide comprehensive medical, dental, and vision plans with options for flexible spending accounts (FSA) and health savings accounts (HSA).
• Unlimited paid time off: Recharge with unlimited paid time off and 10 company holidays. 
• Flexible remote and onsite work: Our teams work from many different locations and time zones. We support fully remote work and also have an amazing in-person environment in our downtown Palo Alto, CA HQ. 
• Fully paid parental leave: Point will supplement state Paid Family Leave (PFL) so employees receive 100% of their regular base pay, plus two additional weeks of fully paid leave after state PFL ends. In states without PFL, Point offers up to 8 weeks of paid parental leave. In addition, employees also receive 4 weeks of fully paid transition time, during which you may work 2–3 days per week while receiving full base pay.
• Equity: We offer meaningful equity because we believe in