• Manage Earnest’s end-to-end complaints program within the First Line of Defense, ensuring timely, accurate, and compliant resolution. • Partner with cross-functional teams to investigate complaints, identify root causes, and drive remediation. • Monitor complaint trends and escalate regulatory, UDAAP, or systemic risks. • Draft and review complaint responses and maintain complaint governance, reporting, and procedures. • Support audits, regulatory inquiries, and 1LOD testing and monitoring activities.