Position Summary

This position will report into Compliance and will be responsible for WebBank’s complaint management reporting and analytics.  This position requires performing day-to-day complaint analysis, including monitoring and testing functions, and reporting related to WebBank and Strategic Partner Programs and other projects as assigned.

Primary Responsibilities

  • In collaboration with Compliance, support the strategy and execution of the complaint management program
  • Produce monthly and quarterly complaint reporting for review by multiple stakeholders within the Bank
  • Report on Strategic Partner adherence to the Bank’s complaint management policy requirements
  • Assist Program Managers and Compliance Managers with the preparation of reports related to complaint activity for Strategic Partners
  • Stay abreast of federal and state regulatory changes related to consumer and commercial lending, as applicable
  • Collaborate with Bank Compliance and Strategic Partner Management teams to identify complaint trends and escalate concerns as necessary to assess compliance impact and regulatory risk
  • Identify and report on best practices to Bank Compliance and Strategic Partner Management teams based on trend analysis and observations from Strategic Partner complaint activity
  • Collaborate with Bank Compliance and Strategic Partner Management teams to analyze activities related to root cause
  • Possibility of travel 5% to 10%

Required Skills and Experience

  • Bachelor's degree and minimum of 3 years of regulatory compliance experience
  • Experience in complaint management and analytics
  • Advanced experience in Word, Excel, PowerPoint
  • Experience with report and query generation tools
  • Experience with MS Access and/or Tableau a plus
  • Professional CRCM certification is desirable, but not required
  • Experience in a bank or other financial services environment
  • Working knowledge of federal and state lending laws and regulations such as Regulation Z, Regulation B, UDAAP, CAN-SPAM, FDCPA, etc.
  • Ability to understand and apply state and federal legal and regulatory requirements to job functions
  • Strong self-confidence, good judgment and the ability to make sound decisions
  • Ability to interface effectively with all levels of management and other internal departments
  • Ability to handle a fast-paced environment with minimum supervision and successfully meet established deadlines
  • Strong written and oral communication skills
  • Strong presentation skills
  • Experience working with regulatory agencies and third-party auditors a plus
  • Ability to quickly action feedback and improve processes

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