Associate Compliance Manager, Complaints

How you’ll make an impact

• Partner with Operations, Legal, and Risk teams to provide second line compliance oversight and guidance for customer complaint management activities.
• Monitor complaint program execution against established policies, procedures, and regulatory requirements, identifying opportunities to reduce customer harm and compliance risk.
• Analyze complaint data, trends, and emerging risk indicators to identify systemic issues and recommend corrective actions or customer remediation where appropriate.
• Develop monitoring routines, reporting, and governance processes that strengthen the maturity and independence of the complaints oversight program.
• Provide risk-based guidance on complex regulatory questions involving consumer lending and deposit products while helping stakeholders understand regulatory expectations and business impacts.
• Support the evolution of the complaints compliance program by documenting future-state requirements, improving reporting capabilities, and contributing to long-term program enhancements.
• Balance tactical knowledge with proven leadership and communication skills to guide conversations amongst stakeholders with differing viewpoints.
• Drive proposals and conclusions using data and trends to support thoughtful conclusions and influence change.

Minimum Qualifications

• Bachelor's degree in Accounting, Business, Finance, Risk Management, Law, or a related field (or equivalent practical experience).
• 5+ years of experience supporting second line compliance, complaints oversight, or compliance risk management within the banking or financial services industry.
• Certified Regulatory Compliance Manager (CRCM) certification from the American Bankers Association.
• Experienced in providing explanations of consumer banking products and governing compliance requirements in simple terms for a variety of audiences.
• Experience evaluating complaint trends, conducting compliance monitoring, and communicating regulatory risk assessments to business stakeholders.

Preferred Qualifications

• Knowledge of third-party risk oversight and vendor compliance programs.
• Ability to translate complaint data and emerging risk trends into actionable recommendations for senior leadership.
• Experience designing or maturing compliance monitoring, reporting, or governance programs.
• Skills in using analytics or AI-enabled tools to identify emerging complaint themes, summarize large data sets, and improve risk reporting.