Complaint Management & Consumer Protection Compliance Analyst

About the role

Patelco Credit Union is a not-for-profit credit union with a mission to support the financial health and wellbeing of its members. Founded in 1936, Patelco has grown significantly, now managing over $9 billion in assets and operating branches across Northern California. The credit union is dedicated to serving its members throughout various life stages, offering tailored products and services to help them achieve their financial goals.

Responsibilities

• Review member and consumer complaints to identify potential regulatory violations and UDAAP risks, investigate to determine root cause, and develop a remediation plan for the business.
• Track complaints and develop reports for the board identifying trends and risks to credit union.
• Review marketing assets (emails, social media posts, offers, print brochures) for accuracy, verifying required disclosures, disclaimers, risk warnings, or terms and conditions are present, legible, and clear for the consumer to understand.
• Ensure marketing assets meet regulatory requirements and that the tone does not expose the credit union to legal liability or false advertising claims.
• Review proposed changes or new products, services, or features to identify potential compliance risks or concerns, ensuring appropriate remediation, and the impact of changes to existing compliance policies and procedures.
• Coordinate with other compliance analysts and leaders to assess enterprise compliance risks and control effectiveness.
• Understand and comply with all applicable federal and state laws and banking regulations (including those related to OFAC and Bank Secrecy Act / Anti-Money Laundering compliance) and Patelco Credit Union's policies and procedures.
• Perform other duties that may be required and assigned by the supervisor.

Qualifications

• 3-5 years of experience in compliance roles, preferably within financial services, credit union and/or banking;
• Strong knowledge of federal and state financial regulations, particularly those related to consumer protection and financial products, including but not limited to: UDAP/UDAAP, Reg E/EFTA, Reg B/ECOA, Reg TISA/Reg DD, Reg Z/TILA/CARD Act;
• Strong research and analytical skills, with a continuous improvement mindset and the ability to identify and implement process enhancements;
• Demonstrated initiative and ability to work independently while balancing multiple priorities in a fast-paced, high-growth environment;
• Clear, concise, and persuasive written and verbal communication;
• Strong orientation to deadline and detail;
• Strong project management, critical thinking, and analytical skills;
• Industry certification (e.g. CRCM) is a plus.

Benefits

This position is based out of the Dublin HQ office. Hybrid work arrangements may be possible. Prolonged periods of sitting at a desk and working on a computer may be required.

Pay

Target Base Pay: $32.08 - $37.74/hr

Compensation: At Patelco, we consider factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education/training, key skills, internal peer equity, as well as market and business considerations when extending an offer. We offer a competitive total rewards package including a Short-Term Incentive (STI) program for all regular positions and a wide range of medical, dental, vision, financial, and other benefits. We also provide exceptional medical, dental, vision, and life insurance benefits, an onsite fitness center, and rewards for completing wellness-related activities. Additionally, we offer competitive compensation packages with bonus opportunity, a 401(k) with 3% Safe Harbor and 5% employer match, discounts on loan products, tuition reimbursement, an Employee Assistance Program (EAP), paid holidays, personal development opportunities, and flexible work arrangements available for specific positions.

Patelco Credit Union is an Equal Opportunity Employer including individuals with disabilities and protected veterans.

Contact Information

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