JOB SUMMARY:
The Compliance Officer – Complaints supports the Credit Union’s efforts as they relate to compliance with laws and regulations. This role leads complaint investigation activities and projects, coordinates cross-functional efforts, and manages the end-to-end complaint resolution process. Serves as a leader for compliance complaints, researches operational compliance questions and issues, and performs compliance review of marketing materials.
ESSENTIAL FUNCTIONS:
- Oversees and standardizes compliance complaint management across the Credit Union to ensure consistent and timely resolution.
- Leads comprehensive investigations of member complaints by gathering and analyzing all relevant information, interviewing involved parties, and assessing regulatory and/or policy implications.
- Coordinates with multiple departments (Retail, Contact Center, Marketing, Deposit Operations, etc.) to obtain documentation, facilitate fact-finding, and ensure thorough complaint resolution.
- Develop and maintain detailed investigation records, documenting findings, corrective actions, and final resolutions in the compliance management systems.
- Identify root causes and systemic issues uncovered during complaint investigations and recommend process improvements to mitigation future risks.
- Provides training and guidance to staff on effective complaint intake, Credit Union procedures and policies, investigation best practices, and regulatory requirements.
- Drive continuous improvement of complaint investigation processes and workflows, ensuring alignment with internal process, industry standards, and regulatory requirements.
- Supports the continued development and implementation of compliance programs and ensures adherence to regulatory agency directives, memoranda, interpretive rulings, laws, and regulations affecting the Credit Union.
- Maintains current knowledge of all federal and applicable state laws and regulations, along with Credit Union policies and procedures.
- Prepares periodic and ad-hoc reports for senior leadership and the Board of Directors
- Supports Credit Union audit and examination processes.
- Other duties as assigned by Compliance Leadership
KNOWLEDGE, SKILLS & ABILITIES:
- Thorough knowledge of deposit, lending, and/or regulations affecting the Credit Union.
- Demonstrated knowledge and experience with DNA or similar core operating system, and desktop software tools such as Excel, Access and Word.
- Demonstrated excellent verbal and written communication skills, and ability to maintain confidentiality.
- Demonstrated strong organizational skills, with the ability to prioritize and coordinate various assignments simultaneously.
- Ability to work independently and function under limited supervision while exercising good judgment, speed, and accuracy.
- Ability to work effectively with various teams, exhibiting strong interpersonal skills.
- Identifies tasks, and creates and manages a project plan in coordination with other departments.
- Experience using Excel and Word to perform responsibilities and generate accurate and meaningful information and reports.
QUALIFICATIONS:
- Bachelor’s Degree in Finance, Business or related field or equivalent work experience required
- 5 years of exposure in pertinent compliance area(s), and working with related issues and reporting requirements OR
- 7-10 years of applied operational and Retail experience
- Bilingual (Spanish) oral and business writing skills preferred
- Certified Regulatory Compliance Manager (CRCM) certification, Credit Union Compliance Expert (CUCE) designation or NAFCU Certified Compliance Officer (NCCO) designation preferred.
JobFamily
Compliance
JobFunction
Compliance
PayType
Salary