Consumer Compliance Analyst - Complaints Oversight

Legal Dallas, Texas


Description

What makes an AFF Consumer Compliance Analyst – Complaints Oversight:


  • An effective, results-focused, and motivated individual with a passion for compliance and a keen attention to detail!
  • Perform in-depth reviews and reporting of complaint data, specifically identifying root causes and complaint trends while ensuring the company meets the respective SLA on each regulatory complaint received.
  • Deliver a first-class customer experience that represents AFF’s Core Values!
  • Someone who is passionate about personal and organizational success! 

 

What we offer:


  • Competitive Base Salary + Bonus!
  • Flexible Time Off and Market Leading Benefits!
  • High-growth organization with advancement opportunities!
  • Diverse, Collaborative, & Fun Work Environment!

 

Roles and Responsibilities:


  • Assist the Compliance Manager with the ongoing reporting and management of handling complaints received from regulatory authorities. 
  • Ensure proper routing of complaints when requiring escalation(s) and coordinate with applicable business areas to ensure timely responses.
  • Identify and analyze complaint data to identify systemic root causes and overall complaint trends; actively brainstorm ideas for addressing root causes.   
  • Share analyses and observations collaboratively with business units and develop action plans as needed. 
  • Draft written responses to regulatory agencies (e.g., CFPB, state attorneys general). 
  • Assist with the monthly review and reporting of Bank-partner complaints.  
  • Maintain complaint logs and escalation trackers with up-to-date information. 
  • Perform call monitoring functions as part of the third-party agency complaint oversight process. 
  • Maintain knowledge of the applicable regulatory requirements related to a Compliance Management System’s Complaint Management Oversight Program.
  • Assist with gathering complaint-related materials and data to facilitate audit and exam requests.  
  • Assist the Compliance Manager with hosting cross-departmental complaint workshops to facilitate the brainstorming of actionable ideas for reducing complaints in key categories. 
  • Draft procedures and checklists, as needed, to document complaint processes.
  • Perform other duties as assigned by supervisor

 

Qualifications:


  • Minimum of 3 years of professional work experience, preferably in a consumer regulatory compliance role.  Previous complaint-handling experience is a plus.  
  • Knowledge of applicable consumer compliance 
  • Act, UDAAP, the Electronic Fund Transfer Act and Regulation E, and the Truth in Lending Act and Regulation Z).
  • Exceptional written communication skills, and the ability to translate complex concepts into user-friendly, written content.
  • Excellent verbal communication skills, and the ability to present findings and recommendations to an audience of varied regulatory knowledge.
  • Proficient in Microsoft Office, particularly Word, PowerPoint, and Excel.
  • Interest in consumer finance, technology, and improving consumer credit products.
  • Passionate about putting yourself in the “customer’s shoes.” 
  • Ability to problem-solve and to investigate and identify root causes.
  • Exceptional judgment and analytical skills, especially as it relates to interpreting allegations.
  • Ability to adapt and successfully balance multiple requests in a fast-paced environment.
  • Organized approach to workflows and a keen attention to detail.
  • Ability to collaborate cross-functionally with, and communicate complex regulations to, internal and external partners.

 


Our Core Values

Servant Heart: There’s no place for egos here. Customers and colleagues come first. Serving their needs and driving their engagement is our success. 

Embrace Change: That’s not fear, that’s excitement. We see change as core to our survival and our ability to manage change as a prerequisite to new opportunities that can allow us to learn, grow, and do more. 

Walk the Talk: We do what we say we are going to do and maintain the highest standards of performance for ourselves and others, at all times, always doing the right thing. 

Dare to be Different: We are adaptable, creative, and courageous, like entrepreneurs willing to take the necessary risks to innovate and make things better. We challenge the status quo. We seek out different ideas and perspectives as a means of expanding our ability to think and do more. 

Get Stuff Done: We do whatever it takes to get the job done right. We inspect what we expect, take ownership of our actions, and operate with a sense of urgency in everything we do. 

No Drama: We control the things we can control with a mindset to find solutions while minimizing complaint. We are all here for the same purpose, empowered to be the best we can be so that our purpose to deliver great products and services to more customers can be fulfilled.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.