Fair Banking Compliance Analyst

About the role

The Fair Banking Compliance Analyst will work closely with the Director of Fair and Responsible Banking and will perform multiple responsibilities as needed under the Fair and Responsible Banking Program. The analyst will be trained on all aspects of the program and may be tasked with managing specific areas from time to time.

Responsibilities

• Assist with the day-to-day management of complaints received from customers, regulatory authorities, and the Better Business Bureau.
• Investigate and resolve complaints to determine appropriate resolutions.
• Collaborate with relevant departments for each complaint.
• Provide written responses to complaints as directed by policy.
• Retrieve and evaluate reports from the tracking system to identify complaint patterns by product type, location, officer, etc.
• Report to senior management on the volume and type of complaints received.
• Provide management with suggestions for process and procedure improvements based on complaints.
• Train and support branch personnel on the internal Complaint Management Tracking System.
• Maintain policies and procedures related to complaint management.
• Conduct thorough analyses, testing, validation, and final reporting of Fair Banking risks.
• Assist with periodic risk assessments to evaluate Fair Banking risks to customers.
• Support the development of the Fair Banking Compliance training program.
• Collaborate with other Compliance areas to promote fair and responsible banking across all activities.
• Provide subject matter expertise on regulatory priorities and emerging issues.
• Participate in special projects as they arise.
• Perform other related duties as assigned.

Requirements

• High School diploma or equivalent; Bachelor’s degree preferred (or equivalent years of directly related experience).
• Minimum of 3 years of banking and/or compliance experience.
• Strong knowledge of loan and deposit compliance regulations.
• Strong written communication skills for effective interaction with customers and regulatory authorities.
• Self-starter with good decision-making skills.
• Ability to meet deadlines and work with minimal supervision.
• Ability to collaborate effectively with personnel across departments.
• Proficiency in detailed work requiring concentration.
• Proficient in Excel and Word.
• Ability to learn bank-related computer software programs for complaint research.

Physical Demands

The physical demands described are representative of those required to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

• Frequently required to stand, sit, kneel, stoop, or squat; use hands or fingers to handle objects, tools, or controls; reach with hands and arms; and talk or hear.
• Occasionally required to walk.
• Must occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required include close vision, peripheral vision, depth perception, and the ability to focus.

Work Environment

• Professional working environment requiring effective verbal and written communication.
• Strong interpersonal skills needed for collaboration with internal and external partners.
• Exposure to confidential and proprietary information; confidentiality must be upheld at all times.
• Potential exposure to high-risk situations (e.g., robbery); adherence to detailed instructions and procedures is required to safeguard employees, customers, and assets.