Complaint Governance Specialist
Dave vs. Goliath. We’re Dave.
Dave (NASDAQ: DAVE) is a profitable, publicly traded fintech on a mission to help people access their own money without predatory fees. We serve 12.4M+ members and we’re growing fast — with the product, data, and operational rigor to match.
We’re hiring a Complaint Governance Specialist to help us run a best-in-class complaint program — one that’s compliant, consistent, and always learning. You’ll oversee our highest-sensitivity complaints (executive, regulatory, and partner-bank escalations), bring structure to how they’re investigated and documented, and translate complaint signals into upstream fixes.
The Opportunity
This role sits at the center of Complaint Management and partners closely with Complaint Operations (Tier 2/BPO), Compliance, Risk, VoC, Product, Engineering, and our partner bank(s). You’ll own the governance layer: ensuring complaints are handled with accuracy, empathy, and regulatory alignment — and using data to find patterns that help prevent future member harm.
What You’ll Own
Review and validate executive, regulatory, and partner-bank complaints for accuracy, completeness, tone, and compliance.
Ensure correct complaint classification, documentation standards, and root-cause attribution aligned with Reg E, Reg Z, UDAAP, and partner-bank requirements.
Run quality reviews and targeted audits to confirm SLA adherence, response quality, and program consistency across internal and BPO workflows.
Lead investigations into critical escalations, coordinating cross-functionally to ensure a full-scope analysis and durable resolution.
Write clear, empathetic summaries of findings and recommendations for internal stakeholders and partner-bank partners.
Use SQL and analytics tools to identify trends, monitor KPIs (volume, repeats, SLA performance, regulatory distribution), and surface emerging risks.
Build and maintain dashboards and reporting that connect complaint data to VoC/QA signals and business outcomes.
Translate insights into actionable recommendations across training, policy, controls, and product improvements.
Support partner-bank reviews, due diligence requests, audits, and quarterly governance reporting with strong documentation and crisp storytelling.
The Impact
When this function runs well, members get fair outcomes, regulators and partners get confidence, and Dave gets better at preventing problems before they reach the complaint channel.
What We’re Looking For
Required
3–5 years in complaint management, compliance, risk operations, or a related function within fintech, banking, or financial services.
Working knowledge of Reg E, Reg Z, and UDAAP, and how those expectations show up in complaint handling and documentation.
Experience investigating or reviewing executive, regulatory, and/or partner-bank complaints and escalations.
Strong SQL skills and comfort using data to detect patterns, quantify risk, and drive recommendations.
Excellent written and verbal communication — you can explain complex situations simply, accurately, and with empathy.
Track record of partnering effectively with Compliance/Legal, Risk, Product, Engineering, and Operations.
High judgment, attention to detail, and discretion with sensitive regulatory information.
Bonus
Experience supporting partner-bank exams, audits, or formal due-diligence requests.
Familiarity with complaint taxonomies, root-cause frameworks, and QA programs in regulated environments.
Dashboarding experience (e.g., Looker, Tableau, Mode, or similar tools).
What Makes Someone Successful Here
You take responsibility for outcomes, not just tasks. You care about work that holds up — clean documentation, sound classifications, thoughtful investigations, and clear narratives that stand up to scrutiny. You don’t just close complaints; you connect the dots between member friction, operational gaps, and product behavior — and you’re comfortable making trade-offs that balance speed, accuracy, and long-term program health.
You collaborate without losing momentum. You build trust across teams and with external partners by being consistent, prepared, and clear. When priorities shift or new information changes the story, you adjust quickly while keeping the work grounded in facts, policy, and member impact.
What to Expect
You’ll operate in a regulated environment with real accountability and visibility. Not everything will be perfectly defined — and you’ll help shape the standards, mechanisms, and reporting that make the program stronger over time.
Reports to: Sr. Manager, Complaint and Reputation Management
Direct reports: None
Type: Full-time, Exempt
Ready to build for the underdog?
Don’t let imposter syndrome get in your way of an incredible opportunity. We’re looking for people who can help us achieve our mission and vision, not just check off the boxes. If you’re excited about this role, we encourage you to apply. You may just be the right candidate for this or other roles.
Why you’ll love working here:
At Dave, our people are just as important as our product. Our culture is a reflection of our values that guide who we are, how we work, and what we aspire to be. Daves are member centric, helpful, transparent, persistent, and better together. We strive to create an environment where all Daves feel valued, heard, and empowered to do their best work. As a virtual first company, team members can live and work anywhere in the United States, with the exception of Hawaii.
A few of our benefits & perks:
💚 Opportunity to tackle tough challenges, learn and grow from fellow top talent, and help millions of people reach their personal financial goals
💻 Flexible hours and virtual first work culture with a home office stipend
🏥 Premium Medical, Dental, and Vision Insurance plans
👶 Generous paid parental and caregiver leave
💰 401(k) savings plan with matching contributions
📈 Financial advisor and financial wellness support
🏖️ Flexible PTO and generous company holidays, including Juneteenth and Winter Break
🎉 All-company in-person events once or twice a year and virtual events throughout to connect with your team members and leadership team
Dave Operating LLC is proud to be an Equal Employment Opportunity employer and is dedicated to cultivating a diverse and inclusive workplace. We will consider for employment all qualified applicants and do not discriminate on any basis protected by federal, state, or local law, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance relating to an applicant's criminal history.
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