Complaints/Regulatory Compliance

4 weeks ago

Charlotte, United States Central Point Partners Full time

Title: Complaints/Regulatory Compliance (Banking Product Services Support) Operations Specialist

Company: Credit Karma

JobID #: CKFGJP00001523

Position Type: Contract (6 mo) with possible extension

Location: Charlotte, NC, United States

Onsite role:


Description:

In this hybrid role, you'll work with the Banking Product and Services team and will assist with Complaints, Vendor Operations, Internal Monitoring and Training. You will also work with other partners to help with research and responding to complaints, managing compliance tasks associated with monitoring, third-party oversight, and issue management. Excellent written and communication skills are necessary as well as being able to rapidly adapt and respond to changes. Also need to have strong attention to detail, time management and organizational skills.

Skills and Requirements:

  • 5 to to 7 years of experience in the banking industry
  • Excellent verbal and written communication
  • Strong attention to detail, time management and organizational skills
  • Possess a high energy level, sense of urgency, decisiveness, and an ability to work well under pressure.
  • Rapidly adapt and respond to changes and the ability to effectively prioritize.
  • Ability to work with multiple departments and individuals to ensure the needs of the business are being met
  • Experience documenting and conducting complaint investigations and reporting.
  • Strong understanding and experience with Client Board (FRB), Consumer Financial Protection Bureau (CFPB), and Federal Deposit Insurance Corporation (FDIC) rules and regulations
  • Knowledge of and experience with deposit and loan regulations, products and features
  • Experience reporting gaps and risks associated with Money products and features.
  • Experience monitoring processes and programs to ensure compliance with policies, procedures and regulations.
  • Build processes for monitoring specific departments, processes and vendors.
  • Track outstanding risks.


Tasks/Responsibilities:

Complaints:

  • Review and approve all complaints for content and closure.
  • Participate and support internal monitoring and regulatory inspections as needed.
  • Track outstanding risks based on member issues and/or complaints.
  • Ability to work in a regulatory environment which is fast-paced and deadline driven.
  • Strong business judgment and decision-making in situations involving risk to our members and Credit Karma
  • Strong analytical, investigative methodology and problem-solving skills prioritization skills; ability to complete multiple concurrent tasks within close deadlines with a high degree of accuracy and detail.
  • Other assigned tasks/projects as needed.

Regulatory Compliance/Monitoring:

  • Assist with overseeing the audit processes for compliance to policies, procedures and regulations.
  • Advise teams as part of ongoing complaint management and on individual, sensitive issue escalations.
  • Manage the documentation of processes and promote positive working relationships across teams.
  • Scope the necessary preventative and detective controls to mitigate compliance risk, detailing the requirements and managing implementation.
  • Create processes and improvements for internal monitoring and reporting.
  • Work with relevant partners on remediation approaches and timeframes on identified issues, assigning ownership and tracking to completion.
  • Ability to take general guidance and run with it.
  • Someone who is comfortable navigating ambiguity -- can thoughtfully develop and implement processes that are scalable and repeatable.
  • Other assigned tasks/projects as needed.

Vendor Operations:

  • Manage client interaction and expectations for multiple or large-scale projects.
  • Seek and capitalize upon opportunities to increase customer satisfaction and deepen client relationships.
  • Resolve any issues and solve problems requiring escalation to BPS.
  • Work creatively and analytically in a problem-solving environment.
  • Other assigned tasks/projects as needed.

Training:

  • Collaborate with management to identify training needs.
  • Work with relevant partners on remediation approaches and timeframes on identified issues, assigning ownership and tracking to completion.
  • Other assigned tasks/projects as needed

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