Vp, Compliance - Complaint Resolution (Fintech)

TL;DR

VP, Compliance - Complaint Resolution (Fintech): Leading the Complaint Resolution Team, managing complaint response processes and ensuring regulatory and internal standards are met with an accent on team oversight, training, and serving as the primary point of contact for complaint-related policies and processes. Focus on maintaining professional communication with customers, agents, and internal stakeholders, partnering with Operations to analyze complaints, identify trends, and implement process improvements.

Location: Our employees are in the office 5 days per week in New York and 4 days per week in all other offices.

Company

hirify.global is a leading provider of retirement security and investment solutions with operations in the U.S., Bermuda, and Japan.

What you will do

• Ensure quality and completeness of complaint responses before issuance.
• Monitor, track, and analyze complaint trends; produce monthly root-cause reports.
• Train and mentor team members on products, policies, procedures, and best practices.
• Oversee resolution of Consumer, BBB, Attorney General, and regulatory complaints.
• Maintain professional and objective communication with customers, agents, and internal stakeholders.
• Partner with Operations to analyze complaints, identify trends, and implement process improvements.

Requirements

• 5+ years in life insurance and annuities preferred.
• Compliance and operational expertise.
• Exceptional written and verbal communication skills.
• Strong organizational and analytical abilities with high attention to detail.
• Ability to manage multiple priorities under pressure.
• Bachelor’s degree or equivalent experience.

Culture & Benefits

• Set the tone for ethical conduct, accountability, and regulatory discipline.
• Promote professional judgment, independent challenge, and appropriate escalation.
• Prioritize customer outcomes and long-term risk management over short-term business considerations.
• Empower, train, and hold teams accountable to supervisory and compliance expectations.