Analyst, Consumer Compliance, Monitoring & Oversight

Responsibilities

• Responding to regulatory complaints, including reviewing of complaint files and drafting responses.
• Escalate complex or unresolved complaints to higher levels of management or specialized departments for further investigation and resolution.
• Aid in the development and delivery of complaint training, including training of fintech partners.
• Maintain detailed records of complaints, investigations, resolutions, and other relevant information for complaints.
• Collaborate with internal departments, such as Fraud, Operations, and Legal to gather necessary information and resolve complex complaints.
• Ensure compliance with applicable laws, regulations, and internal policies while resolving complaints.
• Identify potential issues through reviews of complaint cases related to Fintech Partners’ products and services.
• Identify failures and appropriately investigate or address client concerns.
• Work with the Fintech partners and Bank compliance teams to provide corrective action or process enhancements based on industry best practices.
• Perform quality reviews of customer-facing activities, including customer calls, chats, and email correspondence, to identify failures to follow established compliance procedures.
• Recommend appropriate corrective action and enhancements to processes, procedures, and training.
• Identify trends or recurring issues in customer complaints/quality monitoring and provide feedback to management for process improvement initiatives.
• Ensure all complaints are investigated in compliance with relevant law, rules, or regulations, including but not limited to those of the FDIC, NJDOBI, CFPB, and Law enforcement.

Qualifications

• 3+ years’ experience providing oversight of sales, servicing, and/or collection activities as a compliance analyst.
• Prior experience performing call and complaint reviews preferred.
• Proven track record showing ability to maintain high attention to detail while managing multiple assignments and competing priorities.
• Knowledge and experience with consumer regulations and bank products.
• Strong knowledge of FCRA, Regulation E, Regulation Z, Regulation B/ECOA.
• Demonstrated ability to identify root causes and suggest corrective actions.
• Excellent communication skills, both verbal and written, with the ability to effectively interact with Bank partners and internal stakeholders.
• Great organization skills plus strong analytics and problem-solving skills with the ability to investigate complaints and identify potential resolutions.
• Strong interest in technology and innovation. Prior fintech experience a plus.
• Experience in dealing with consumer and commercial lending, deposit, card, payment, digital asset, and international payment products a plus.

Pay

$75,000.00 - $100,000.00

Schedule

N/A

Benefits

N/A