Enterprise Risk Officer- Contact Center

Job Summary

This role supports the regulatory and operational risk management activities of the Credit Union’s Contact Center channel by providing risk guidance (financial, vendor management, and regulatory compliance, etc.) related to their business activities. This role reports to the Director, Retail Operations ; and supports risk management through developing procedures with effective controls, monitoring and analysis of results, reporting important risk and control issues, and coordination with the Credit Union’s risk functions. This role also assists in the development of effective action plans and remediation strategies for identified risk related issues, participates in strategic enterprise-wide projects to drive proactive risk identification and mitigation, and supports the Credit Union’s overall enterprise-risk-management strategy.

Essential Functions

• Demonstrate expertise in regulatory and operational risk area(s) of Contact Center, by developing procedures and effective controls to manage compliance and other risk.
• Work with management to develop First Line of Defense (1LOD) quality control processes.
• Monitor 1LOD risk management activities performed within Contact Center and use results to elevate self-identified issues into Issues Management.
• Assist the Contact Center in completing second-line required processes, such as third party risk management, business continuity planning, risk assessments and issue management.
• Collaborate with other departments across the Credit Union, including Compliance, Legal, and Enterprise Risk Management, including identification and review of changing regulatory and operational risk requirements.
• Develop Risk and Control Self Assessments (RCSA) that accurately reflect the level of regulatory, operational and other identified risk. Take a leadership role in developing RCSAs where needed for Contact Center processes, products and functions to determine and reflect the residual level of operational, compliance and other identified risks.
• Promote a culture of identifying, documenting, and reporting weaknesses in processes or controls, perform root cause analysis and work with management to develop and execute remediation strategies.
• Input, investigate and provide guidance for resolution on complaints received related to the Contact Center activities.
• Engage in change management initiatives through appropriate level of research, analysis, and development of corporate and business level communications describing impact and necessary action by management.

• Act as a change agent for the promotion of a risk management culture.

Knowledge, Skills and Abilities

• Maintain working knowledge of credit union products, services, policies and procedures regarding laws, regulations and risk applicable to Contact Center.
• Proven problem solver with ability to provide in-depth analysis of complex problems, manage risk and make independent decisions
• Ability to navigate across all organization levels with excellent project management skills.
• Proven ability to influence organizational processes as well as measure effectiveness and impact.
• Broad knowledge of banking/financial services principles and applicable regulatory controls.
• Ability to effectively facilitate and/or participate in process improvement projects, as projects dictate.

Qualifications

• Relevant professional banking certifications such as Certified Regulatory Compliance Manager (CRCM), Credit Union Compliance Expert (CUCE) or NAFCU Certified Compliance Officer (NCCO), Certified Enterprise Risk Professional (CERP), or Certified Internal Auditor (CIA) designation preferred. Alternatively, demonstrate the ability to obtain credentialing within 18 months of taking the role (credit union will cover reasonable costs associated with preparation and testing).
• Demonstrated ability to independently manage multiple and complex work efforts, which involve directing other key stakeholders across the credit union.
• Understanding of financial institution general control structure, as well as knowledge of Retail Delivery operations, to assess risk, provide effective challenge, and make appropriate recommendations.
• 8-10 years of banking/financial services Contact Center-focused operational experience with high level of engagement with ERM and regulatory processes and tools or 3-5 years of experience in a financial institution compliance, ERM or audit program conducting risk assessments, performing remediation or executing process improvement functions.

At OnPoint, we believe a workplace that reflects the richness of the world fosters a welcoming and empowering environment for everyone. We're committed to equity and inclusion, and consider all qualified applicants embracing every race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and your unique background.

We encourage you to apply if you're passionate about this opportunity and have the core qualifications. Your unique experiences and skills are what make you a strong candidate. Don’t let imposter syndrome hold you back! Our recruitment process is designed to be inclusive and accessible to all. If you need any accommodations during the application or interview stage, please let us know. We're dedicated to providing what's necessary to ensure a fair and inclusive experience.

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Member Services

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Salary