What We're Looking ForThe role is responsible for the handling of complaint escalations from the Bank's Fintech partners. This role will be responsible for reviewing draft responses, collaborating with partners to facilitate investigations into cases, tracking complaints, and managing regulatory deadlines. The role will be assessing incoming complaints for potential issues warranting corrective action. Additionally, this role will review call samples provided by Fintech partners as part of the Call Quality Assurance Monitoring program. This role requires a thorough understanding of banking regulations, strong analytical skills, and the ability to interact with regulatory agencies and internal stakeholders. The ideal candidate is proactive, detail oriented, and possesses excellent communication skills.
Responsibilities:- Responding to regulatory complaints, including reviewing of complaint files and drafting responses.
- Escalate complex or unresolved complaints to higher levels of management or specialized departments for further investigation and resolution.
- Assist in the development and delivery of complaint training, including training of fintech partners.
- Maintain detailed records of complaints, investigations, resolutions, and other relevant information for complaints.
- Collaborate with internal departments, such as Fraud, Operations, and Legal to gather necessary information and resolve complex complaints.
- Ensure compliance with applicable laws, regulations, and internal policies while resolving complaints.
- Identify potential issues through reviews of complaint cases related to Fintech Partners' products and services. Identify failures and appropriately investigate or address client concerns. Work with the Fintech partners and Bank compliance teams to provide corrective action or process enhancements based on industry best practices.
- Perform quality reviews of customer-facing activities, including customer calls, chats, and email correspondence, to identify failures to follow established compliance procedures. Recommend appropriate corrective action and enhancements to processes, procedure, and training.
- Identify trends or recurring issues in customer complaints/quality monitoring and provide feedback to management for process improvement initiatives.
- Ensure all complaints are investigated in compliance with relevant law, rules, or regulations, including but not limited to those of the FDIC, NJDOBI, CFPB, and Law enforcement.
Qualifications:- 3+ years' experience providing oversight of sales, servicing, and/or collection activities as a compliance analyst. Prior experience performing call and complaint reviews preferred.
- Proven track record showing ability to maintain high attention to detail while managing multiple assignments and competing priorities.
- Knowledge and experience with consumer regulations and bank products.
- Strong knowledge of FCRA, Regulation E, Regulation Z, Regulation B/ECOA.
- Demonstrated ability to identify root causes and suggest corrective actions.
- Excellent communication skills, both verbal and written, with the ability to effectively interact with Bank partners and internal stakeholders.
- Great organization skills plus strong analytics and problem-solving skills with the ability to investigate complaints and identify potential resolutions.
- Strong interest in technology and innovation. Prior fintech experience a plus.
- Experience in dealing with consumer and commercial lending, deposit, card, payment, digital asset, and international payment products a plus.
#LI-JJ1 #LI-Onsite
Salary Range: $75,000.00 - $100,000.00
