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Compliance Complaint Management Specialist

2 months ago

Reading, United States Customers Bank Full time

At Customers Bank, we believe in working hard, working smart, working together to deliver memorable customer experiences and having fun. Our vision, mission, and values guide us along our path to achieve excellence. Passion, attitude, creativity, integrity, alignment, and execution are cornerstones of our behaviors. They define who we are as an organization and as individuals. Everyone is encouraged to have personal development plans. By doing so, our team members are on their way to achieve their highest potential and be successful in their personal and professional lives.

Work Location: Hybrid in the West Reading, PA office coming in at least 3 days per week with Monday, Tuesday, and Thursday being the set in-office days. Fully remote is an option with the guidance that if within a 50-mile radius of a Customers Bank location, the expectation is to be hybrid.

Who is Customers Bank?

Founded in 2009, Customers Bank is a super-community bank with over $22 billion in assets. We believe in dedicated personal service for the businesses, professionals, individuals, and families we work with.

We get you further, faster.

Focused on you: We provide every customer with a single point of contact. A dedicated team member who's committed to meeting your needs today and tomorrow.

On the leading edge: We're innovating with the latest tools and technology so we can react to market conditions quicker and help you get ahead.

Proven reliability: We always ground our innovation in our deep experience and strong financial foundation, so we're a partner you can trust.

What you'll do:

The primary role of the Compliance Complaint Management Specialist is to conduct and assist in the investigation, sampling, root cause identification, customer impact analysis and the formulation of responses to complaints received from the Bank's regulators, Executive customer complaints, and other escalated level complaints as identified. The role includes implementation of processes to analyze data in context, identification of potential solutions to identified root cause issues, report creation for presentment to upper management and other duties as assigned.

  • Conduct and provide support for all aspects of evaluation of customer complaints for Customers Bank and its vendors.
  • Craft and provide support in crafting of summary and response memos to Management, the Bank's regulator and/or responses to any escalated complaints received from different sources.
  • Identify root cause issues, devise resolutions to individual customer issues (as needed), and rapidly troubleshoot and propose solutions to root cause issues.
  • Perform sampling of complaints to identify risk indicators.
  • Work with other business units to address root cause issues and assist in fostering understanding of concerns.
  • Perform all duties in a context of the prevention and detection of regulatory non-compliance and/or consumer harm including acting as an advocate for customer interests in those pursuits.
  • Assist with the creation of monthly reporting, summation of customer complaints and issue tracking.
  • Assist with any audit requests and responses
  • Help maintain departmental procedures.
  • Provide exceptional customer service to internal and external customers.
  • Perform projects and other duties as assigned.
What do you need?
  • 3-5 years of experience in compliance, risk, operations, or customer advocacy roles that worked closely with the compliance area.
  • Experience with investigating and responding to regulatory complaints within the banking industry. Fintech experience is a plus.
  • Familiarity with the testing and monitoring activities to identify non-compliance related issues and potential risks.
  • Working knowledge of federal and local banking regulations
  • Detail oriented
  • Strong analytical and problem-solving skills
  • Outstanding oral and written communication skills
  • Flexibility and the ability to adapt quickly to the changing needs of Compliance, Customers Bank
  • Ability to work independently and to multi-task
  • Excellent time management skills
  • Excellent customer service skills
  • Positive attitude and Team player
Technology Skills:
  • Proficiency in Microsoft Office - Word, Excel, Outlook


Customers Bank is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

We also provide "reasonable accommodations", upon request, to qualified individuals with disabilities, in accordance with the Americans with Disabilities Act and applicable state and local laws.

Diversity Statement:

At Customers Bank, we believe in working smart, working together, and having fun while delivering innovative solutions and memorable experiences for our customers. We are committed to the continual advancement of a culture which reflects the value we place on diversity, equity, and inclusion. We honor the diverse experiences, perspectives, and identities of our team members, and we recognize that it is their passion, creativity, and integrity that drives our success. Step into your future with us Let's take on tomorrow.