Sr. Compliance Officer (Complaints) Remote
About the position Responsibilities • Oversees the process of receiving, investigating, and resolving customer complaints across the organization, which includes implementing the Bank's Complaint Resolution Policy and Program. • Reviews complaints to identify any gaps in compliance with applicable banking laws, rules and regulations, as well as bank policies and procedures covering banking products. • Escalates and works to close any issues identified. • Communicates results of complaints analysis, presents identified issues and patterns to the business and management, and prepares written reports. • Records, tracks and responds to complaints received through Federal and State regulators, Attorneys General, Better Business Bureau, and complaints addressed to the President or CEO of the Bank. • Trains management and employees on complaint management, including relevant laws and regulations. • Responds to questions from management and staff. • Maintains proficient knowledge of applicable laws, regulations, and interpretations and attends external training when necessary. • Collaborates with other departments to direct compliance issues to appropriate existing channels for investigation and resolution. • Identifies potential areas of compliance vulnerability and risk; develops/implements corrective action plans for resolution of problematic issues and provides general guidance on how to avoid or deal with similar situations in the future. • All other duties as assigned. Requirements • Bachelor's Degree, required. • JD, CPA, or MBA, preferred. • Certified Regulatory Compliance Manager (CRCM), preferred. • 10+ years of progressively responsible experience in a bank or financial services company, with compliance, lending/credit, audit or risk management experience. • 5+ years of supervisory or management experience which includes developing and conducting training programs and training manuals. • Familiarity with laws and regulations such as the Electronic Funds Transfer Act (Reg. E), Flood Disaster Protection Act, Equal Credit Opportunity Act (Reg. B), Fair Credit Reporting Act (Reg. V), Funds Availability Act (Reg. CC), Unfair Deceptive and Abusive Acts and Practices (incl. Reg. AA), Privacy of Consumer Financial Information (Reg. P) and other state privacy laws, Electronic Signatures in Global Commerce Act, Truth In Savings Act (Reg. DD), Truth In Lending Act, Real Estate Settlement and Procedures Act (Reg. X), Home Mortgage Disclosure Act (Reg. C), Community Reinvestment Act (Reg. BB), SAFE Mortgage Licensing Act (Reg. G), Controlling the Assault of Non-Solicited Pornography and Marketing Act, Telephone Consumer Protection Act, Loans by Members to their Executive Officers, Directors, and Principal Shareholders (Reg. O), Debit Card Interchange Fees and Routing (Reg. II), Right to Financial Privacy Act, etc. • Active member in Community/Statewide/Federal professional associations, preferred. • Proficient oral and written communications including making presentations and preparing reports. • Ability to communicate with external regulators and effectively and accurately represent the effectiveness of the compliance program. • Ability to apply compliance principles, theories, and practices while considering industry program policies, procedures, regulations, and laws. • Knowledge and experience in monitoring and testing compliance processes and procedures. • Solid working knowledge of management information systems terminology, concepts, and practices. • Ability to analyze complex data, evaluate information and draw logical conclusions. • Ability to work collaboratively with a variety of stakeholders at all levels. • Self-motivated and an effective time and project manager with a strong attention to detail. • Strong organizational and change management skills with the ability to directly manage and communicate multiple projects and priorities depending on organizational needs and strategies. • Proficiency in working with bolthires Windows, Word, PowerPoint, and Excel. Nice-to-haves • Active member in Community/Statewide/Federal professional associations, preferred. Benefits • Medical coverage • Dental coverage • Vision coverage • Disability insurance • 401k • Paid time off • Competitive industry rate salary bands • Discretionary bonuses and other benefit programs Apply tot his job Apply tot his job