AVP, Senior Functional Remediation Coordinator

Senior Functional Remediation Coordinator

Role Summary / Purpose : Senior Functional Remediation Coordinator (SFRC) leads complex consumer remediations that involve multiple levels of customer harm, ambiguity, or regulatory complexity. This role requires decision making across multiple stakeholders, managing cross-functional collaboration and driving remediation efforts autonomously. This role will mentor FRCs, take ownership of P1 and P2 remediations, and play a critical role in process improvement initiatives.

Key Responsibilities :

• Manages a portfolio of complex and moderately complex remediations.
• Works with process owners, SMEs, and Analytics to identify impacted customer populations and assess the nature and extent of harm requiring remediation.
• Handles remediation with ambiguous or undefined paths requiring strong business process knowledge to understand possible downstream impacts necessary to design unique remediation plans.
• Mentor and coach FRCs by sharing expertise, tools, and strategies for managing effective remediation projects.
• Manages escalations from FRCs to address urgent or significant remediation challenges.
• Operate with high levels of autonomy, making decisions on remediation approaches, timelines, and resource allocation.
• Partner with leadership and stakeholders to drive initiatives that optimize customer remediation methods and improve organizational efficiency.
• May lead a Remediation Pod that is focused on the portfolio of Issues within an L2 Process. The responsibility will involve facilitating regular business requirements discussions with L2 / L3 process teams for groups of remediations related to that L2 / L3.
• Partner with Analytics team to ensure proper creation of all execution files, assist in the research and resolution of accounts that have failed remediation, escalate if needed.
• Provide regular and detailed updates on project milestones, risks, expected timelines, and resolution outcomes to key stakeholders.
• Facilitate seamless stakeholder communication, resolve conflicts, and address escalations with confidence and tact.
• Work closely with issue owners and functional leaders to define expectations, manage deliverables, and secure actionable commitments for remediation efforts.
• Foster collaboration across departments such as Compliance, Legal, Operations, Growth, CD& Sales, and Finance to ensure coordinated execution of remediation plans.
• Identify gaps or risks in the remediation and escalate issues to relevant parties in a timely manner.

Qualifications / Requirements :

Desired Characteristics :

Grade / Level : 11

The salary range for this position is $90,000.00 - $155,000.00 USD Annual and is eligible for an annual bonus based on individual and company performance. Actual compensation offered within the posted salary range will be based upon work experience, skill level or knowledge. Salaries are adjusted according to market in CA, NY Metro and Seattle.

Eligibility Requirements :

Our Commitment :

When you join us, you'll be part of an inclusive culture where your individual skills, experience, and voice are not only heard - but valued. Together, we're building a future where we can all belong, connect, and turn ideals into action. More than 50% of our workforce is engaged in our Employee Resource Groups (ERGs), where community and passion intersect to offer a safe space to learn and grow.

Reasonable Accommodation Notice :

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

If you need special accommodations, please call our Career Support Line so that we can discuss your specific situation. We can be reached at 1-866-301-5627. Representatives are available from 8am - 5pm Monday to Friday, Central Standard Time.

Job Family Group : Information Technology