Director of Customer Resolutions

About the Company:

Ouro is a global, vertically-integrated financial services and technology company dedicated to the delivery of innovative financial empowerment solutions to consumers worldwide. Ouro’s financial products and services span prepaid, debit, cross-border payments, and loyalty solutions for consumers and enterprise partners.

Ouro's flagship product Netspend provides prepaid and debit account solutions that connect customers with secure, convenient access to global payment networks so they can manage their money and make everyday purchases. With a nationwide U.S. retail network, customers can purchase and reload Netspend products at 130,000 reload points and over 100,000 distributing locations.

Since Ouro's founding in 1999 by industry pioneers Roy and Bertrand Sosa, Ouro products have processed billions of dollars in transaction volume and served millions of customers worldwide. The company is headquartered in Austin, Texas with regional offices around the world. Learn more at www.ouro.com.

About the role:

As the Director of Customer Resolutions, you will lead a high-performing team responsible for managing internal customer complaints and escalations. Reporting to the Senior Director of Global Support, this role is critical in streamlining resolution processes, minimizing escalations to regulatory agencies, and driving operational excellence while enhancing customer satisfaction.

Key Responsibilities

Strategic Leadership & Complaint Resolution

• Develop and execute a comprehensive complaint management strategy to ensure timely and effective resolution of customer issues.

• Oversee the end-to-end management of escalations from issuing banks, distribution partners, customers and internal employees, ensuring a seamless experience.

• Identify complaint trends and implement continuous improvement initiatives to enhance processes and prevent recurring issues.

• Make proactive decisions regarding compensation or alternative solutions to maintain customer trust.

Operational Excellence & Compliance

• Ensure adherence to regulatory requirements, policies, and compliance standards for customer dispute resolution.

• Implement AI-driven solutions and data analytics to optimize efficiency, reduce response times, and improve service quality.

• Maintain meticulous records of complaint resolutions and produce weekly and monthly performance reports for Global Support Leadership.

Team Development & Cross-Functional Collaboration

• Lead and mentor the Customer Resolutions Team, fostering a culture of accountability, innovation, and continuous learning.

• Partner with Product, Operations, and Technology teams to enhance support processes and drive customer-first initiatives.

• Develop and execute training programs to equip analysts with best-in-class complaint resolution techniques.

Key Performance Indicators (KPIs)

• Effective Team Management: Well-documented SOPs and training programs in place.

• Swift Resolution: Customer complaints resolved within 48 hours on average.

Qualifications

• Proven leadership experience in customer support, complaint resolution, or escalation management, ideally within fintech, payments, or financial services.

• Strong strategic thinking with a track record of process improvements and operational excellence.

• Ability to analyze data, identify trends, and drive action plans to enhance the overall support experience.

• Experience managing teams while fostering a customer-centric culture.

• Strong stakeholder management skills with the ability to influence cross-functional teams and drive results.

This role is pivotal in shaping the future of Global Support, ensuring we deliver best-in-class service while strengthening our brand reputation.