Senior Compliance Analyst, Complaints

Description

The Senior Complaints Compliance Analyst is responsible for executing the Complaints Management Program in support of the Bank’s Compliance Management Program to meet the ongoing objectives of Stride Bank and to ensure all banking rules, regulations, and statutory requirements are met.

Principle Duties And Responsibilities

• Maintains effective working knowledge of applicable federal and state laws, regulations, and regulatory guidance.
• Performs intake, resolution and analysis of identified complaints.
• Develops and transmits responses to complainants.
• Reviews complaint resolutions and responses to ensure customer concerns are adequately addressed.
• Identifies and executes tasks to maintain the Complaints Management Program, including procedure and process improvement opportunities.
• Monitors performance of Stride Bank’s products, services, and customer experiences.
• Collaborates with Compliance teammates to communicate potential risks or concerns.
• Assists with the creation of comprehensive management reports that identify trends, areas of weakness, issues that have arisen from complaints, lessons learned and actions that can be taken to prevent future complaints.
• Provides reports to Compliance Leadership on overall complaint results and trends.
• Provides periodic status reporting to Compliance Leadership regarding assigned projects and initiatives.
• Serves as a resource for internal and external compliance inquiries, conducting research and providing support/guidance as necessary.
• Develops recommendations for updates to processes and systems that will minimize compliance risk, improve performance and productivity, and ensure that specific areas of the bank comply with all relevant laws, regulations, and standards.
• Manages multiple assigned complaint management activities and creates documentation to evidence execution and risk mitigation.
• Assesses effectiveness of the implementation and execution of compliance controls.
• Leads special projects and initiatives as assigned.
• Performs other duties as assigned.
  
  

Qualifications

EDUCATION AND/OR EXPERIENCE

• Bachelor’s degree, or equivalent work experience, required.
• 3-5 years’ experience in banking industry, required.
• CRCM certification, preferred.
  
  

Knowledge, Skills, And Abilities

• Ability to work in a fast paced and rapidly evolving market.
• Strong analytical and conceptual thinking skills, with the ability to solve problems and make decisions using data.
• Ability to analyze compliance procedures and standards.