What are the responsibilities and job description for the Sr Director, Fair & Responsible Banking position at LendingClub Bank?
Current Employees of LendingClub : Please apply via your internal Workday Account
LendingClub Corporation (NYSE : LC) is the parent company of LendingClub Bank, National Association, Member FDIC. We are the leading digital marketplace bank in the U.S., having helped our nearly 5 million members secure over $90 billion in loans to refinance high-cost debt and achieve their financial goals. Members today have mobile-first access to a growing range of products and services designed to work seamlessly together to deliver value in new ways. Everyone deserves a better financial future, and our team is committed to making that a reality. Join the Club!
About the Role
LendingClub Bank's Compliance Department is seeking an experienced and qualified compliance professional to fill the role of Sr Director, Fair & Responsible Banking. This position will be primarily responsible for overseeing and monitoring the Bank's consumer complaint management program, UDAAP, Sales Practices and servicemember's protections program for effectiveness and regulatory compliance. The F&RB Director will serve as a "compliance advisor" to first line management to ensure operational policies and procedures in place for managing consumer complaints, UDAAP and service member requests meet regulatory standards and support the company's implementation of an effective Compliance Management System (CMS).
What You'll Do
- Work with first line management to develop and implement policies, procedures, and controls designed to effectively capture, analyze, and respond to consumer complaints and to manage requests for protections and benefits as afforded to consumers under the Military Lending Act (MLA) and Servicemembers Civil Relief Act (SCRA), complaints, UDAAP, Sales Practices programs
- Ensure any third parties meet the same standards employed by the Bank and that there are robust processes in place for reporting and escalation
- Engage with first line management on the analysis of consumer complaint data (root cause analysis) to identify potential patterns or trends that may represent systemic weaknesses or process failures; work with management to identify opportunities to improve the consumer experience; proactively advocate for operational or product improvements to mitigate future risks
- Design and implement appropriate monitoring (quality control / assurance) of operational procedures and practices related to timely reviews of handler performance and flag errors that can be quickly resolved, preventing consumer dissatisfaction
- Actively collaborate with operations management to improve the consumer experience and enhance the company's consumer support services, working together to identify and address causes of consumer concerns and escalations
- Liaise with operational teams to inform training and development opportunities for frontline personnel to implement best practices for complaint handling and servicemember request management
- Ensure appropriate and prompt escalation of consumer complaints that : raise legal issues; contain evidence of system errors or processing lapses; involve evidence of actual or potential consumer harm; contain any indication of unfair treatment or discrimination; include allegations of unauthorized product enrollment, account openings or upgrades (including the addition of ancillary products); or evidence improper sales practices, or other regulatory compliance issues
- Assist with the development of accurate, timely, and robust reporting of consumer complaints to provide management and the board with the analysis and interpretation needed to assess the effectiveness of the complaint management program and understand any material risks to the business
About You
Work Location
San Francisco, Lehi, or New York
We are currently working a hybrid schedule and our teams are in-office Tuesdays, Wednesdays, and Thursdays.
Time Zone Requirements
Local hours (PT, MT, ET)
Travel Requirements
If you need to travel for work, LendingClub will cover your travel related expenses.
Compensation
The target base salary range for this position is 160,000-230,000. The position is also eligible to receive a bonus (which is based on company performance, employee performance and eligible earnings), equity , and benefits. Our salary ranges, other compensation and benefits offered are determined by role, experience level and location.
We're creating new financial services solutions for our members based on fairness, simplicity, and heart, and we treat our employees the same way. We offer a competitive benefits package that includes medical, dental and vision plans for employees and their families, 401(k) match, health and wellness programs, flexible time off policies for salaried employees, up to 16 weeks paid parental leave and more.
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LendingClub is an equal opportunity employer and dedicated to diversity, equity, and inclusion in the workplace. We do not discriminate on the basis of race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), gender, gender identity, gender expression, sexual orientation, age, marital status, veteran status, disability status, political views or activity, or other applicable legally protected characteristics. We believe that a variety of perspectives will make our teams and business stronger as we work together to transform the traditional banking system.
We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. If you need assistance or an accommodation due to a disability, please contact us at interviewaccommodations@lendingclub.com.
