Green Dot Corporation

Manager, Regulatory Customer Support (Banking)

Green Dot Corporation • $83K — $125K *
Tampa, FL 33647In-Person
Finance & Insurance
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 3+ years of operational leadership experience
  • Familiarity with bank and deposit compliance regulations (e.g., Regulation E, UDAAP)
  • Capacity to train team members on processes and changes
  • Ability to align team recommendations with operational goals
  • Proficiency in Microsoft Office, especially Excel for data analysis
  • Strong multitasking and organizational skills
  • Exceptional problem-solving abilities and attention to detail
  • Strong written communication skills to engage with leadership.

Responsibilities

  • Supervise the Regulatory Complaint team in high-stakes customer complaint investigations
  • Ensure all regulatory complaints comply with state and federal standards
  • Manage team productivity to meet key performance indicators (KPIs)
  • Analyze systemic issues in complaints for process improvement
  • Collaborate with regulators on policy gaps and performance enhancements
  • Work with leadership to ensure complaints are resolved within specified timelines
  • Evaluate data trends to enhance regulatory compliance and operational efficiency
  • Develop and train team members for optimal performance
  • Implement process improvements for better complaint resolution

Benefits

  • Comprehensive health insurance options
  • 401(k) plan with company matching
  • Professional development and training opportunities
  • Generous paid time off policy
  • Flexible work schedule (onsite, but determined by operational needs)
Full Job Description
JOB DESCRIPTION Location Requirement This position is open only to candidates who can work in one of the following approved locations: Blue Ash, OH or Tampa, FL (Westshore District office) This role will need to work onsite M-F. Job Summary The objective of the position is to oversee the Regulatory Complaints teams. This team is responsible for investigating and responding to written regulatory complaints that customers file against Green Dot to attain the best possible response and resolution. You will have a chance to be a subject matter expert and escalation point to the Regulatory Complaint case owners as well as for Federal and State Regulators. You will also have an opportunity to develop and train employees and assure daily tasks and metrics are completed and/or resolved. Key Responsibilities
  • Supervises Regulatory Complaint team who are responsible for investigating and resolving the most escalated customer-initiated complaints to the highest professional standards.
  • Ensure that all regulatory complaints have been filed with a state or federal regulator are managed to excellent professional standards and within Green Dot’s terms and policies.
  • Manage the team’s production and performance to meet departmental and company KPIs.
  • Demonstrate the ability to understand the big picture and identify the underlying drivers causing complaints by capturing, reporting and analyzing systematic issues and recommending solutions to improve processes and products.
  • Partner with state and federal regulators to address process and policy gaps or performance opportunities.
  • Partners with Sr. Customer Experience and Support leadership and other groups to resolve complaints within designated SLAs.
  • Evaluate data to identify trends and recommend actions and improvements to enhance regulatory compliance, operational efficiency, and loss mitigations.
  • Select, develop, train, and evaluate Regulatory Complaint team members to ensure efficient operations.
  • Develop and Implement process and policy improvements and controls to enhance the Regulatory complaints workflow and overall performance to maintain and improve federal compliance.
  • Perform other duties as needed.
Required Qualifications
  • 3+ years of operational leadership required.
  • Knowledgeable in bank and deposit compliance regulations (e.g., Regulation E and UDAAP).
  • Ability to train new and existing team members on all processes including any new processes as they arise.
  • Ability to understand the direction of the team and company and making recommendations that are in line and achieve operation and tactical goals.
  • Proficient in Microsoft Office suite, including Work, Power Point and Excel with the ability to create pivot tables and analyze large sets of data.
  • Ability to multitask with changing daily priorities.
  • Highly organized.
  • Proactive problem-solver.
  • Superb attention to detail.
  • Exceptional written skills with the proven ability to present and partner with senior and executive leadership.
Preferred Qualifications
  • 3+ years of customer service experience preferred.
  • 1+ year of disputes and/or fraud investigation experience preferred.
  • Bachelor’s degree preferred.
  • 3 years of regulatory, compliance, legal, audit, risk management or other relevant experience (e.g., resolution of customer complaints) preferred, experience in a financial services environment a plus.
**Ability to work in the U.S. without sponsorship** **Ability to meet the location requirement outlined above** POSITION TYPE Regular PAY RANGE The targeted full-time base salary for this position is $83,800.00 to $125,900 per year. The final compensation will be determined by a number of factors such as qualifications, expertise, and the candidate’s geographical location.

About Green Dot Corporation

Green Dot Corporation is a financial technology and bank holding company that specializes in prepaid debit cards, cash processing services, and mobile banking. The company’s products and services are available to consumers through a network of retail locations, online, and through the company’s mobile application. Green Dot’s prepaid debit cards are available at more than 100,000 retail locations in the United States, including Walmart, Walgreens, and CVS. The company also offers a range of banking services, including direct deposit, mobile banking, and online bill payment. Green Dot’s cash processing services include the processing of tax refunds, as well as the distribution of cash to consumers through its network of retail locations. The company was founded in 1999 and is headquartered in Pasadena, California.
Learn more about Green Dot Corporation
Size
1,200 employees
Market Cap
$788.8 million
Industry
Finance & Insurance
Net Income
$23.1 million
Founded
1999
5 Year Trend
+14.8%
Revenue
$1.2 billion
NASDAQ
GDOT
* Ladders Estimates

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