Credit Card & Consumer Lending Issues & Complaints Program Manager

Thank you for your interest in a career at Regions. At Regions we believe associates deserve more than just a job. We believe in offering performance-driven individuals a place where they can build a career --- a place to expect more opportunities. If you are focused on results dedicated to quality strength and integrity and possess the drive to succeed then we are your employer of choice.

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Job Description:

At Regions the Program Manager will design implement and oversee ongoing program(s) and strategic projects at the corporate level for single or multiple business units.

Primary Responsibilities

• Supports designs and implements key program(s) across Regions
• Manages logistics communications marketing and metrics for the program(s) managed
• Assembles teams assigns responsibilities develops schedules and determines and acquires resources
• Serves as liaison between project team and functional area
• Develops and manages overall plans to ensure work is assigned and completed on time
• Maintains ownership during all phases of a program to ensure projects within are executed according to plans
• Partners with multi-disciplinary teams across the organization to achieve desired outcomes
• Serves as a member of a collaborative work team to create informative and entertaining programs of excellence
• Measures manages and aims to improve program experience against metrics
• Maintains professional knowledge of program standards and trends by attending seminars consulting with other program professionals and reading trade publications
• May work with sponsors and functional owners to organize and lead the implementation of process improvement initiatives
• May serve as subject matter expert point of contact and/or lead on related programs and special projects

This position is exempt from timekeeping requirements under the Fair Labor Standards Act and is not eligible for overtime pay.

Requirements

• Bachelors degree in Business Management or related field
• Five (5) years of experience
• Experience in leading a small team and/or vendor relationships and the ability to lead a team comprised of various project managers analyst and/or vendors as required for larger initiatives

Preferences

• Masters degree in a related field
• Project Management Professional (PMP) certification or related certification
• Supervisory or managerial experience

Skills and Competencies

• Advanced concepts practices and procedures for analyzing business processes
• Highly motivated with minimal need for direct supervision
• Proficiency in Microsoft Office (Excel Word PowerPoint Outlook etc.)
• Proven ability of leading and influencing cross functional teams
• Strong written and verbal communication skills including ability to interact with senior business leaders

This position may be filled at a higher level depending on the candidates qualifications and relevant experience.

We are seeking a skilled and detail-oriented professional to join our Consumer Products team as a Credit Card & Consumer Lending Issues & Complaints Program Manager. This role will focus on managing root cause for customer complaints improving customer friction points and processes and operational issues related to our credit card & consumer lending products. The ideal candidate will act as the central point of coordination across product operations compliance and risk partners to ensure customer concerns are resolved effectively root causes are addressed and sustainable solutions are implemented.

Additional Job Duties:
Act as the primary contact for all Credit Card and Consumer Lending issues overseeing resolution escalation and cross-functional coordination.
Lead Friction Point and Findings triage discussions identifying emerging trends and systemic issues while balancing customer experience and operational risk.
Manage the full issue lifecycle from intake and assessment through remediation/redress communication documentation governance and closure.
Partner with subject matter experts (SMEs) across product operations legal compliance and risk to define and implement remediation plans.
Track and manage new and existing issues including those identified internally and through regulatory audits exams or compliance reviews.
Represent the business in Customer Redress Working Groups driving root cause analysis redress strategy implementation and sustainability efforts.
Develop and maintain issue and complaint tracking and reporting collaborating with data analysts to produce ad hoc reports and address high-priority questions from leadership.
Support the automation and refinement of issue trend identification and analysis through coordination with internal data teams and technology partners.

Preferred Experience:
Strong understanding of issue and complaint management customer redress and regulatory risk.
Experience working with cross-functional teams including compliance audit legal and product partners.
Solid analytical mindset with ability to generate insights from complex data sets and translate findings into clear actions.

Position Type

Full time

Compensation Details

Pay ranges are job specific and are provided as a point-of-market reference for compensation decisions. Other factors which directly impact pay for individual associates include: experience skills knowledge contribution job location and most importantly performance in the job role. As these factors vary by individuals pay will also vary among individual associates within the same job.

The target information listed below is based on the Metropolitan Statistical Area Market Range for where the position is located and level of the position.

Job Range Target:

Minimum:

$80746.60 USD

Median:

$106940.00 USD

Incentive Pay Plans:

This job may participate in an annual discretionary bonus plan.

Benefits Information

Regions offers a benefits package that is flexible comprehensive and recognizes that one size does not fit all for benefits-eligible associates. Listed below is a synopsis of the benefits offered by Regions for informational purposes which is not intended to be a complete summary of plan terms and conditions.

• Paid Vacation/Sick Time
• 401K with Company Match
• Medical Dental and Vision Benefits
• Disability Benefits
• Health Savings Account
• Flexible Spending Account
• Life Insurance
• Parental Leave
• Employee Assistance Program
• Associate Volunteer Program

Please note benefits and plans may be changed amended or terminated with respect to all or any class of associate at any time. To learn more about Regions benefits please click or copy the link below to your browser.

Required Experience:

Manager