Complaints Compliance Officer

About Us

Coastal is at the forefront of modern banking, combining strong financial infrastructure with cutting-edge Banking-as-a-Service (BaaS) and fintech enablement strategies. We support not only individuals with their personal banking needs; we also empower businesses by integrating modern banking technology that drives growth, flexibility, and innovation. At Coastal, we think and move like entrepreneurs; focused on impact, speed, and continuous improvement. We believe in working smart, collaborating deeply, and building solutions that unlock real potential. If you're someone who thrives in a fast-moving environment, loves solving complex problems, and wants to help shape the future of banking, we’d love to meet you. Check out our video here!

Overview

The Complaints Compliance Officer I is responsible for helping oversee a robust and effective compliance complaints program at the Bank, collaborating across the three lines of defense to reinforce risk awareness and compliance culture framework that supports the identification, measurement, reporting, and management of Bank-wide Compliance related opportunities and risks.

Key Responsibilities

• Respond to complaints (Regulatory Agency, Direct from Customers, etc.) accurately, thoroughly and timely.
• Identify potential regulatory risks while responding to complaints, formulate recommendations, and escalate internally, as needed.
• Work directly with regulators to respond to complaints and resolve escalated regulatory complaint issues.
• Monitor the complaint inbox/feeds for new complaints daily to ensure all complaints are responded to prior to their deadline.
• Open complaint cases utilizing a GRC tool for each new complaint, document the account and include all relevant information and documents.
• Prepare trend and root cause analysis to identify potentially regulatory issues.
• Prepare reporting related to regulatory complaints including monthly, quarterly and ad hoc reporting.
• Develop internal processes, procedures, and job aids.
• Support analysts in complex matters providing coaching.
• Assist on Compliance projects as assigned.
• Aid in requests from outside regulators and internal audit.
• Maintain proficient knowledge of the rules and regulations, including but not limited to, Regulation E, Truth in Savings Act, Unfair, Deceptive or Abusive Acts or Practices (UDAAP), FACTA, Reg Z-Truth in Lending, Reg B-Equal Credit Opportunity Act, Fair Credit Reporting Act.

Qualifications

• Ability to read, analyze and interpret governmental laws, regulations, and regulatory guidance.
• Strong investigative, problem-solving, and critical thinking skills and ability to provide workable recommendations and solutions.
• Ability to perform multiple tasks and priorities to meet deadlines.
• Ability to exercise independent judgement and perform complex analytical work independently.
• Strong verbal and written communication skills with ability to summarize issues, articulate complex concepts clearly, create reports effectively, and interact with variety of individuals within all levels of the department and the financial institution.
• Must possess initiative, be a self-starter, have exceptional organizational skills and a high attention to detail and accuracy.
• Solid knowledge with standard computer applications including Windows Office suite, e.g. Microsoft Word, Excel, PowerPoint, SharePoint.

Education & Experience

• 5+ years of financial services compliance related experience in complaint management.
• Proficient knowledge of financial services, deposit, privacy and lending compliance laws and regulations.

Benefits

• Medical Coverage: Choose from three competitive medical plans to find the coverage that best fits your needs and lifestyle.
• Health Savings Account (HSA): Available with eligible medical plans, offering tax advantages and employer contributions.
• Flexible Spending Accounts (FSA): Options for healthcare and dependent care expenses to help you save on out-of-pocket costs.
• Dental and Vision Insurance: Plans to keep you and your family smiling and seeing clearly.
• Life Insurance: Company-paid basic life insurance with options to purchase additional coverage for yourself and your dependents.
• Long-Term /Short-Term Disability (LTD): Income protection in the event of a long-term illness or injury.
• Supplemental Benefits: Including Hospital Indemnity, Accident Insurance, and Critical Illness coverage to provide extra financial support when you need it most.
• 401(k) Retirement Plan: A competitive retirement savings plan with company matching to help you plan for the future.
• Paid Time Off: Generous vacation and sick leave policies to support your time away from work.
• Holidays: Enjoy 11 paid holidays throughout the year.

Compensation Range

$98,408 - $123,010

Physical Demands

• Sit for extended periods of time.
• Stand for extended periods of time.
• Perform repetitive finger, hand, and arm movement.
• Use electronic office equipment such as a computer keyboard, mouse, ten key, telephone, etc.
• View and read computer screens for extended periods.
• Sometimes stoop, kneel, crouch, or crawl.
• Occasionally lift or move up to 10 pounds.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.