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Complaints Program Manager

Wsfs Financial

Philadelphia, Pennsylvania

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JOB DETAILS
SALARY
$77,390–$127,139.75
SKILLS
Bank Management, Banking Regulations, Change Management, Coaching, Community Support, Consumer Protection, Continuous Improvement, Corporate Compliance, Customer Escalations, Customer Experience, Documentation, Equal Credit Opportunity Act (ECOA), Financial Compliance, Financial Reporting, Financial Risk Management, Financial Services, Futures, Leadership, Legal, Operational Control, People Management, Performance Management, Privacy Regulations, Project/Program Management, Quality Assurance, Quality Metrics, Regulations, Regulatory Compliance, Regulatory Reports, Regulatory Requirements, Risk, Risk Analysis, Risk Management, Root Cause Analysis, Team Lead/Manager, Time Management, Training/Teaching, Truth in Lending Act (TILA), Wealth Management
LOCATION
Philadelphia, Pennsylvania
POSTED
24 days ago
Job Description

At WSFS Bank, we empower our Associates to grow their careers, guide our customers to secure their financial futures, and actively support our Communities so they can fully thrive. Careers with WSFS Bank offer an inclusive and supportive culture, competitive salaries, advancement opportunities, and more. We are the region's locally headquartered bank and wealth management company. We are honored to consistently be named a Top Workplace by our Associates, who make a difference every day for the people, businesses, and Communities we serve. We Stand For Service® is more than part of our name, it's our mission and our purpose.

The Complaints Program Manager is responsible for overseeing, managing, and enhancing the enterprise wide Complaints Management Program for a $20B financial institution. Reporting into Corporate Compliance, this role is accountable for ensuring complaint management practices comply with applicable regulatory requirements, internal policies, and consumer protection standards.
The role provides leadership and oversight of the complaint handling lifecycle, including intake, investigation, response, escalation, and regulatory reporting. The Complaints Program Manager leads a team of Complaints Program Specialists and serves as a key compliance partner to Customer Experience, lines of business, Risk Management, Legal, Audit, and senior leadership. The role is responsible for identifying and escalating customer harm, emerging complaint risks, and systemic issues; ensuring regulatory agency response obligations are met; and leveraging complaint insights to strengthen controls, remediate root causes, and improve customer outcomes.

Job Responsibilities:
  • Directly supervise a team of Complaints Program Specialists, providing coaching, training, workflow guidance, and performance management.
  • Oversee complaint case assignments, workload balancing, escalation processes, and quality assurance activities.
  • Ensure complaints, regulatory and non-regulatory, are accurately logged, categorized, investigated, and resolved in accordance with policy, procedures, and applicable laws.
  • Maintain ownership of regulatory complaint governance, including adherence to agency-specific standards and response timelines (e.g., OCC, CFPB, state AGs).
  • Ensure consistent application of Unfair, Deceptive, or Abusive Acts or Practices (UDAAP) principles and fair treatment of customers.
  • Oversee root cause analysis across all complaints to identify underlying drivers, control gaps, operational weaknesses, and customer friction points.
  • Independently challenge complaint handling practices or outcomes that present elevated customer harm or regulatory risk.
  • Monitor and ensure timely case resolution in compliance with internal service-level standards and regulatory response requirements.
  • Escalate significant, systemic, or high-risk complaint trends to Corporate Compliance leadership and appropriate governance forums based on severity, customer impact, and regulatory exposure.
  • Review and approve written complaint responses to ensure accuracy, clarity, tone, fairness, and compliance with regulatory expectations.
  • Maintain audit-ready documentation and evidence within the system of record.
  • Foster a culture of customer advocacy, compliance awareness, and continuous improvement informed by complaint insights.
  • Exercises independent judgment related to complaint risk identification, escalation, and regulatory exposure.
  • Determines escalation pathways, quality standards, reporting content, and remediation priorities consistent with Compliance governance.
  • Operates with a high degree of independence while maintaining close alignment with Corporate Compliance leadership.

Minimum Qualifications:
  • Bachelor's degree in Business, Finance, Compliance, Risk Management, Communications, or related field, or equivalent experience.
  • Minimum of 3+ years of experience in complaints management, compliance, or risk management within financial services.
  • Minimum of 3+ years of people management or team leadership experience.
  • Experience supporting a mid-sized to large financial institution ($5B-$50B).
  • Experience with program development, governance reporting, and regulatory examinations preferred.
  • Professional certifications (e.g., CRCM, CCEP, customer experience or change management credentials) preferred.
  • Strong understanding of banking regulations related to complaint handling, including UDAAP, ECOA/Regulation B, EFTA/Regulation E, TILA/Regulation Z, RESPA/Regulation X, TISA/Regulation DD, Regulation CC, Privacy/Regulation P, and related consumer protection laws.
  • Demonstrated understanding of complaint management as a core

About the Company

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Wsfs Financial

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