Program Manager, Complaints & Regulatory Adherence - Interview Process at Chime

Having gone through the interview process for the Program Manager, Complaints & Regulatory Adherence position at Chime, I can provide you with a comprehensive breakdown of the interview process, key responsibilities, and tips to help you succeed in this role. Here’s everything you need to know, based on my own experience.

Interview Process Overview

The interview process for the Program Manager, Complaints & Regulatory Adherence role at Chime is thorough and designed to assess both project management skills and knowledge of regulatory compliance. Here’s a detailed breakdown of the stages I went through:

1. Initial Screening (Recruiter Call)

The first step was a phone call with a recruiter, which lasted about 30 minutes. During this conversation, the recruiter asked about my background and experience in program management, especially as it relates to regulatory compliance and managing complaints. The questions included:

• “Can you describe your experience working with regulatory adherence and complaint management in financial services?”
• “Why are you interested in this role at Chime, and how does it align with your career goals?”
• “How do you prioritize tasks in a program with multiple stakeholders and deadlines?”

The recruiter also provided an overview of Chime’s mission and the specific challenges the role would address, particularly around compliance with financial regulations and managing customer complaints at scale.

2. Technical and Behavioral Interview

After the initial screening, I had a virtual interview with a senior program manager. This round focused on my technical knowledge of regulatory frameworks, as well as my ability to manage complex programs. Some of the key questions were:

• “How have you handled managing customer complaints in a regulated environment? Can you give a specific example?”
• “What regulatory frameworks are you most familiar with, and how do you ensure compliance with those frameworks in program management?”
• “Describe a time when you had to work with a legal or compliance team to resolve a regulatory issue. How did you ensure the solution met all regulatory requirements?”

This interview was particularly focused on understanding how I could balance regulatory requirements with business goals while managing the end-to-end complaints process. I was also asked about my experience with tools like Salesforce or Zendesk for managing complaints and how I used data to improve processes.

3. Case Study or Program Scenario

The third round included a case study or program scenario, which tested my ability to manage a regulatory compliance project from start to finish. I was presented with a scenario where Chime needed to ensure adherence to a new financial regulation affecting customer complaints handling. I was asked to:

• Develop a program plan: How would I structure the program to address the new regulation, ensure compliance, and manage customer complaints effectively?
• Identify risks and solutions: What are the potential risks, and how would I mitigate them while ensuring compliance?
• Measure success: What metrics would I use to track the program’s effectiveness and ensure adherence?

The case study was very much about demonstrating how I would approach program management in a highly regulated environment, with a strong focus on compliance, risk mitigation, and continuous improvement.

4. Cross-functional Interview

In the final round, I had interviews with senior leaders from Product, Legal, and Compliance. This panel interview was designed to assess how well I could work with cross-functional teams to execute complex programs. Some of the questions included:

• “How do you ensure all stakeholders are aligned when managing a regulatory compliance program?”
• “How would you communicate and report progress on a regulatory compliance program to senior leadership?”
• “Tell us about a time you managed a program with multiple competing priorities. How did you balance compliance requirements with business goals?”

This round was focused on ensuring that I had the soft skills required to manage complex projects, particularly in a fast-paced environment where cross-functional collaboration is essential.

Key Responsibilities of the Role

As the Program Manager, Complaints & Regulatory Adherence at Chime, you will be responsible for ensuring that Chime’s products and services meet all regulatory compliance standards while managing customer complaints effectively. Key responsibilities include:

• Managing complaints handling: Overseeing the complaint resolution process and ensuring that Chime adheres to both regulatory requirements and customer satisfaction goals.
• Program management: Leading cross-functional teams to implement and scale programs that address regulatory compliance requirements.
• Collaboration with legal and compliance teams: Ensuring that all products and services comply with regulatory standards and that complaint management processes are in line with financial industry regulations.
• Risk management: Identifying regulatory and operational risks in the complaints process and working to develop solutions to mitigate these risks.
• Metrics and reporting: Defining and tracking key performance indicators (KPIs) related to the compliance and complaint handling process, ensuring constant improvement and operational efficiency.

Skills and Experience Required

To thrive in this role, you will need:

• 5+ years of experience in program management or compliance-related roles, ideally in the financial services or fintech industry.
• Strong knowledge of financial regulations (e.g., GDPR, PCI DSS, UDAAP, etc.) and experience applying these regulations to business operations.
• Experience managing customer complaints or operational issues in a regulated environment.
• Excellent project management skills, with the ability to prioritize tasks, manage cross-functional teams, and handle competing deadlines.
• Analytical skills and experience using data to drive process improvements.
• Strong communication skills for working with internal teams, external partners, and senior leadership.

Chime’s Culture and Values

Chime’s culture is built on the principles of transparency, inclusivity, and customer-first thinking. They value:

• Empathy: Understanding and anticipating the needs of Chime’s members.
• Collaboration: Working across teams to ensure Chime’s products meet regulatory requirements and address customer concerns.
• Innovation: Continuously improving products and processes to better serve customers while ensuring regulatory compliance.
• Integrity: Committing to doing things the right way, especially when it comes to compliance and protecting customer data.

Chime places a high value on operational efficiency, problem-solving, and proactive compliance management.

Final Tips for Success

• Prepare for case studies: The case study is a critical part of the interview process. Be prepared to walk through your problem-solving approach, risk mitigation strategies, and how you would manage a program from start to finish.
• Showcase your cross-functional collaboration skills: The role involves working closely with many different teams, so be ready to discuss how you’ve led or worked with legal, compliance, and operations teams in the past.
• Emphasize your understanding of regulatory frameworks: Chime is very focused on ensuring compliance with financial regulations, so be sure to demonstrate your expertise in the relevant laws and guidelines.
• Be data-driven: Make sure to highlight your experience with using data to drive decisions and improve operational processes. This role requires both a strategic mindset and the ability to execute based on analytical insights.