Your role in our mission
We are looking for a Complaints Manager to operate and manage the company’s Compliance Complaints Program for all products. This will include overseeing the Regulatory Complaint Program, reviewing, and responding to complaints for compliance, including escalated complaints submitted through regulatory agencies and State Attorneys General. This position will report to the Deputy Chief Compliance Officer.
Your role in our mission Manage and take ownership of the compliance complaint program for all products.Ensures that all regulatory complaints are appropriately investigated and responded to timely.Reviews and delegates ownership of responding to regulatory customer complaints to a Compliance Complaint Specialist.Prepares monthly complaint reports along with executive summaries for all products and presents reports to bank partners and internal committees.Interfaces with business lines to identify issues and trends through regulatory complaints and work towards solutions.Interface with company partners on regulatory complaints, trends and remediation of identified compliance issues or risks.Assists business with operational compliance issues and questions and is the point person for Compliance with complaints.Actively manage a Compliant Specialist(s).Support the Deputy Chief Compliance Officer in interactions with senior management, partners, auditors, and examiners.Provide clear, candid, direct, and timely feedback across the organization regarding complaint related issues/trends.Maintain policies and procedures for all products for the Compliance Complaints Program. Skills that will help you thrive Bachelor’s degree5+ years’ experience working on compliance-related matters for a bank, fintech or similarly situated consumer financial institution, including experience dealing with federal financial statutes and regulations (e.g. TILA and Reg. Z, ECOA and Reg. B, UDAAP, Dodd-Frank, SCRA, MLA, FCRA, BSA, FDCPA, etc.)Experience handling customer complaints, especially elevated regulatory complaints.Good judgment and excellent interpersonal and communication skillsAbility to work independently with strong attention to detail, multi-task, and complete assignments within the deadlinesBe able to lead a teamMust be highly organized, detail-oriented, and have a strong service orientationAbility to operate in a fast-paced environmentAbility to recognize and focus on critical issuesFlexibility to prioritize, balance, and respond to competing needs within the organizationSuperior written and verbal skills with a demonstrated ability to create processes and proceduresBasic SQL understanding a strong plusFinancial services experience a strong plus What we offer The opportunity to collaborate with a team of creative, fun, and driven colleagues on products that have an immediate and significant impact on people's livesThe opportunity to work in a fast-paced environment with experienced industry leadersFlexible time off, comprehensive health coverage, competitive salary, paid parental leave, and other wellness benefitsA bevy of other perks including Udemy access, childcare assistance, pet insurance discounts, legal assistance, and additional discounts through Perkspot Additional Information #LI-AR1
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Compensation Compensation details: The salary for this position is $120,000 - $135,000 annually, plus bonus and generous benefits. In determining your salary, we will consider your location, experience, and other job-related factors.
