Complaints Compliance Officer

This is a fully remote position, open to applicants in United States.

📋 Description

• Address complaints from various sources (Regulatory Agency, Customers, etc.) in a precise, comprehensive, and timely manner. Recognize potential regulatory risks during the complaint resolution process, suggest recommendations, and escalate issues internally as necessary. Collaborate directly with regulators to address complaints and resolve advanced regulatory issues.

• Daily monitor the complaint inbox and feeds for new complaints to ensure timely responses before their deadlines.

• Initiate complaint cases using a Governance, Risk, and Compliance (GRC) tool for each new complaint, documenting the account and including all pertinent information and documents.

• Conduct trend and root cause analyses to pinpoint potential regulatory issues. Generate reports related to regulatory complaints, including monthly, quarterly, and ad hoc updates.

• Create and enhance internal processes, procedures, and job aids.

• Provide support and coaching to analysts dealing with complex matters.

• Contribute to compliance projects as assigned.

• Assist with inquiries from external regulators and internal audits.

• Maintain a thorough understanding of relevant rules and regulations, including but not limited to Regulation E, the Truth in Savings Act, Unfair, Deceptive or Abusive Acts or Practices (UDAAP), FACTA, Reg Z-Truth in Lending, Reg B-Equal Credit Opportunity Act, and the Fair Credit Reporting Act.

• Establish and nurture strong relationships with key stakeholders and team members.

• Deliver internal services aligned with Coastal Core Values.

• As our organization evolves, additional duties may be assigned.

⛳️ Requirements

• Capability to read, analyze, and interpret governmental laws, regulations, and regulatory guidance.

• Strong investigative, problem-solving, and critical thinking abilities, with a knack for providing practical recommendations and solutions.

• Proficient in managing multiple tasks and priorities to meet deadlines effectively.

• Ability to exercise independent judgment and conduct complex analytical work autonomously.

• Excellent verbal and written communication skills, capable of summarizing issues, articulating complex concepts clearly, creating reports effectively, and engaging with individuals at all levels of the department and the financial institution.

• Must demonstrate initiative, be a self-starter, possess outstanding organizational skills, and have a keen attention to detail and accuracy.

• Solid proficiency in standard computer applications, including the Windows Office suite, such as Microsoft Word, Excel, PowerPoint, and SharePoint.

🏝️ 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.