What are the responsibilities and job description for the Manager, Consumer Advocacy position at LendingClub?
Current Employees of LendingClub: Please apply via your internal Workday Account
LendingClub Corporation (NYSE: LC) is the parent company of LendingClub Bank, National Association, Member FDIC. We are the leading digital marketplace bank in the U.S., having helped our nearly 5 million members secure over $90 billion in loans to refinance high-cost debt and achieve their financial goals. Members today have mobile-first access to a growing range of products and services designed to work seamlessly together to deliver value in new ways. Everyone deserves a better financial future, and our team is committed to making that a reality. Join the Club!
About the Role
The Manager, Consumer Advocacy is responsible for the oversight of day-to-day operations of the Consumer Advocacy (CA) Department. The primary responsibility of the CA team is to address consumer complaints and respond to Credit Bureau Disputes. This role is deeply involved in maintaining best practices across LendingClub, facilitating response, reporting for complaints and disputes, and constant connection with the second line compliance teams. . Additionally, the Manager, Consumer Advocacy is responsible for ensuring the team stays on top of change management for all departments regarding systems/procedures while providing detailed performance reporting for management.The ideal candidate has deep operational experience in lending/banking/Fintech with a passion and commitment to service excellence and outstanding customer focus. The candidate is intimately familiar with operational processes, compliance, risk, complaint management and an understanding of all lending Operations functions (sales, support, credit review, collections, use of vendors etc.). The candidate is familiar or would have to rapidly learn processes and best practices of LendingClub’s Operational departments and can lead a team of associates equally passionate about service excellence and customer focus. Candidate must be ready and willing to learn all CFPB mandated laws impacting lending to consumers (FCRA, TCPA, UDAAP, etc.).
What You'll Do
- Recruit, maintain and develop a CA team of diverse talent consisting of 30 FTE
- Inspire and motivate team members to a very high level of performance
- Build successful and long-lasting partnerships with senior management, leadership across all business lines including with 3rd party vendors, and other key stakeholders
- Drive decision making through building consensus
- Support new initiatives and change management
About You
- Bachelor's degree or higher in Business or related field; or equivalent work experience
- 3 years in direct management of both exempt and non-exempt level employees
- Quality Assurance / Control experience
- Exceptional written and verbal communication
- Extreme attention to detail
- Deep familiarity in banking and/or operations
- Ability to interact with individuals on all organizational levels
- Ability to build relationships with and influence key stakeholders
- Ability to develop proficiency in other departments efficiently/rapidly
- Familiarity with Complaint Management systems
Work Location
Lehi
We are currently working a hybrid schedule and our teams are in-office Tuesdays, Wednesdays, and Thursdays.
Time Zone Requirements
Primarily MT
Travel Requirements
If you need to travel for work, LendingClub will cover your travel related expenses.
#LI-Hybrid
#LI-SS1
Lehi
We are currently working a hybrid schedule and our teams are in-office Tuesdays, Wednesdays, and Thursdays.
Time Zone Requirements
Primarily MT
Travel Requirements
If you need to travel for work, LendingClub will cover your travel related expenses.
#LI-Hybrid
#LI-SS1
LendingClub is an equal opportunity employer and dedicated to diversity, equity, and inclusion in the workplace. We do not discriminate on the basis of race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), gender, gender identity, gender expression, sexual orientation, age, marital status, veteran status, disability status, political views or activity, or other applicable legally protected characteristics. We believe that a variety of perspectives will make our teams and business stronger as we work together to transform the traditional banking system.
We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. If you need assistance or an accommodation due to a disability, please contact us at interviewaccommodations@lendingclub.com.
