Complaints Analyst

About the role

Coordinates complaint investigation reporting activities and projects to ensure timely regulatory compliance and alignment with all internal policies and procedures. This position will coordinate the intake, prioritization, and completion of all complaint responses, and collaborate with all OnPoint Community Credit Union departments to identify trends, assess compliance risk, and support our commitment to fair member treatment and regulatory adherence.

Responsibilities

• Facilitate the intake of complaints received by Credit Union business units and assignment of complaints to Complaint Officers based on nature of complaint allegations, risk levels, due dates, and other factors.
• Work with management and Complaint Officers to regularly review the member complaint process for areas of improvement, including:
  • Ongoing monthly review of the complaint intake process.
  • Researching procedures, streamlining and standardizing required Complaint Officer and Enterprise Risk Officer documentation.
  • Updating the process for determining the appropriate resolution.
  • Tracking and reporting within the compliance management system.
• Make data-driven recommendations for improvements to policies, processes, and procedures related to complaint management.
• Collaborate with Credit Union departments to ensure thorough and timely complaint investigations and responses.
• Perform monitoring and validation of compliance issue resolution and corrective actions before closure.
• Analyze complaint data to identify trends, systemic issues, and risk areas, providing reports and recommendations to leadership.
• Respond to business unit inquiries about compliance issues, utilizing appropriate sources for accurate research.
• Support internal and external audits and examinations related to compliance and complaint management.
• Perform various administrative tasks related to the closure and communication of complaints to members.
• Prepare complaint reporting for Compliance Department Management, Credit Union executives, and the Board of Directors.
• Stay current on industry standards, trends, and proposed and actual changes relating to relevant compliance topics.
• Additional projects, responsibilities, or other duties as assigned.

Requirements

• One year exposure in pertinent compliance area(s) and working with related issues and reporting requirements.
• High school diploma or equivalent required.

Preferred Qualifications

• Three years exposure in pertinent compliance area(s) and working with related issues and reporting requirements.
• Bachelor’s Degree in Finance, Business or related field preferred.
• Bilingual (Spanish) oral and business writing skills preferred.
• Certified Regulatory Compliance Manager (CRCM) certification, Credit Union Compliance Expert (CUCE) designation or NAFCU Certified Compliance Officer (NCCO) designation preferred.

Skills

• Thorough knowledge of deposit, lending, and/or regulations affecting the Credit Union.
• Demonstrated knowledge and experience with DNA or similar core operating system, and desktop software tools such as Excel, Access, and Word, to generate accurate and meaningful information and reports.
• Demonstrated excellent oral and written communication skills, and ability to maintain confidentiality.
• Demonstrated strong organizational skills, with the ability to prioritize and coordinate various assignments simultaneously.
• Ability to work independently and function under limited supervision while exercising good judgment, speed, and accuracy.
• Ability to work effectively with various teams, exhibiting strong interpersonal skills.
• Ability to identify necessary tasks, and create and manage a project plan in coordination with other departments.

Benefits

• Generous vacation package.
• Incentives and competitive hourly pay.
• 100% paid employee medical, dental, and vision premiums.
• Tri-Met / parking passes.
• 401k matching.
• Tuition reimbursement.