DescriptionNEWLY CREATED ONSITE POSITION FOR THE COMPANYPosition Purpose:The primary role of the Senior Compliance Specialist - Customer Advocacy & Complaints Management is to investigate regulatory complaints, identify root causes, assess customer impact, and formulate responses to complaints received from regulators, executive-level customer complaints, and other escalated complaints as identified. This role is also responsible for creating comprehensive complaint packages inclusive of all supporting documentation and assisting with monthly reporting related to regulatory and non-regulatory complaints, as well as the monthly sampling of non-regulatory complaints.
Primary Responsibilities:• Conduct and provide support for all aspects of evaluation of customer complaints including assistance with consistent intake, categorization, investigation, response, root-cause analysis, escalation, timely trend reporting, and linkage to corrective actions.
• Create complete complaint response packages inclusive of all required research, documentation, and supporting evidence, including calls, support tickets, banking information, refund disbursement details, and customer contact information.
• Support the crafting of clear, accurate, and timely summary narratives and response memorandums to management, regulators, bank partners, and for executive-level or other escalated complaints.
• Identify findings related to complaints and document outcomes appropriately.
• Identify root cause issues, rapidly troubleshoot, and propose solutions to mitigate recurring issues.
• Collaborate with business units to address root causes and foster understanding of complaint drivers.
• Assist with the creation and the review of monthly regulatory and non-regulatory complaint reporting.
• Assist with all aspects of monthly sampling of non-regulatory complaints.
• Provide exceptional customer service to both internal and external customers.
• Perform projects and other duties as assigned.
Authority, Impact, Risk:• Understanding of internal systems
• Understanding of FIS related systems
• Understanding of Department of Education requirements
• Authority to obtain relevant records, contact business owners, document findings, recommend customer remediation, and escalate matters within delegated limits.
• No authority to waive legal, regulatory, contractual, or policy requirements; exceptions and material matters must be escalated.
Key Relationships: • Customer Care and Operations; Fraud and Loss Prevention; Compliance Assurance; Legal; BSA/AML; Internal Audit; Enterprise Risk Management; bank partners; regulators as assigned)
Managerial Accountability:• No regular direct reports. Officer-level incumbents may provide delegated workflow coordination and peer coaching; specialist roles may mentor peers as assigned.
Working Conditions:• Ability to manage competing deadlines in a changing regulatory environment.
• Ability to handle confidential information and exercise sound judgment.
• Ability to communicate clearly in writing and verbally with business partners and leadership.
• Occasional travel or extended hours may be required for examinations, audits, or critical matters.
Time Allocation: • Complaint investigation and documentation - 50%
• Response drafting and customer remediation - 20%
• Root-cause, trend, and reporting - 15%
• Quality, audit, and examination support - 10%
• Procedures and other duties - 5%
Job Specifications: Position adheres to confidentiality policy, code of ethics and knowledge of Bank Secrecy Act and best practices and other pertinent Regulatory laws and regulations.
Required:
- 5+ years of complaint management, compliance, risk, audit, banking operations, or related financial-services experience.
- Demonstrated ability to analyze transactions and records, determine root cause and customer impact, apply regulatory requirements, and prepare clear, concise, and accurate written responses.
- Strong judgment, documentation, organization, time management, and stakeholder communication skills.
- Working knowledge of consumer financial protection expectations and complaint management controls.
- Demonstrates adaptability and a willingness to support other areas as business needs evolve, remain open to learning, and work a flexible schedule as required to perform essential job functions, with or without reasonable accommodation.
- Strong customer service orientation with the ability to navigate complex or sensitive situations professionally.
- Collaborative, positive team player with the ability to build effective working relationships across functions.
- Flexibility and responsiveness to the evolving needs of Compliance, bank partners, and BM Technologies, Inc.
- Ability to work independently, manage multiple priorities, and meet deadlines in a fast-paced environment.
- Proficiency in Microsoft Office applications, including Word, Excel, and Outlook.
Preferred:
- Certified Regulatory Compliance Manager (CRCM), Certified Compliance and Ethics Professional (CCEP), or comparable credential.
- Bachelor's degree in Business, Finance, Risk Management, or a related field (or equivalent experience)
- Experience with bank regulatory examinations, internal audit, issue management, and compliance technology or case-management systems.
- Prior compliance or customer complaint management experience preferred.
- Experience supporting audits, exams, or regulatory reviews
Risk Management Requirements:Understands and adheres to Workplace Policies, Code of Conduct, privacy, and information security guidelines. Understands and adheres to Anti-Money Laundering, Bank Secrecy Act, and Compliance with the USA PATRIOT Act policies and procedures applicable to position, completing any supporting requirements within defined timeframes. Acts within authorized limits and delegated authorities and role applicable policies and procedures. Follows processes and controls to protect shareholder interests. Mitigates risk to the bank and customers by following all applicable security procedures.
