Compliance Complaints Specialist

Your role in our mission
We are seeking a Compliance Complaint Specialist to assist the company’s Compliance Department in administering its complaint program.  This role will be reporting to the Compliance Complaint Manager and will focus on regulatory complaint investigations and responses. 

Your Role In Our Mission

• Monitor for incoming regulatory complaints through portals such as the CFPB. 
• Conduct the investigation of regulatory complaints (i.e. AG, CFPB, FDIC, and FRB)
• Reviews and drafts the regulatory complaints for both the personal loan and credit card products and then submits the responses to the corresponding bank partners for review.
• Uploads approved regulatory complaint response to the applicable portal, sends to the bank partner to forward, or mails the response to the customer. 
• Assist the Compliance Complaint Manager with trend identification, identification of potential compliance issues, identify areas for improvement, monthly and quarterly reporting, and work with Compliance peers on any applicable remediation of identified compliance issues or risks.
• Assists business with complaint issues and questions.
• Maintain and run bi-weekly Complaint Working Group meetings with business unit leaders
• Own Complaint Working Group minutes and distribute to business unit leaders.
• Track elevated issues and complaints through various channels for Compliance risk and escalate to leadership.

Skills That Will Help You Thrive

• Bachelor’s degree
• 2+ years’ experience working on compliance-related matters for an FDIC-insured depository 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
• Good judgment and excellent interpersonal and communication skills
• Ability to work independently
• Must be highly organized, detail-oriented, and have a strong service orientation
• Ability to operate in a fast-paced environment
• Ability to recognize and focus on critical issues.
• Flexibility to prioritize, balance, and respond to competing needs within the organization
• Superior written and verbal skills with a demonstrated ability to create processes and procedures
• Basic SQL understanding a strong plus
• Financial 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 lives
• The opportunity to work in a fast-paced environment with experienced industry leaders
• Flexible time off, comprehensive health coverage, competitive salary, paid parental leave, and other wellness benefits
• A bevy of other perks including Udemy access, childcare assistance, pet insurance discounts, legal assistance, and additional discounts through Perkspot

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