Overview

The Senior Compliance Officer will join the Complaint Management Department (CMD) on the 2nd Line of Defense and will be responsible for helping develop and implement key components of the Bank's Complaint Management Program. The role will assist in leading reviews of business processes, procedures, and activities for risks and inefficiencies and providing guidance to business leaders and associate teams through knowledge of new and existing laws that impact enterprise activities. Additionally, the role will assist leadership with special projects and initiatives to strengthen the program across all impacted business units and will have a strong focus on the development and implementation of complaints data requirements, root cause analysis functions, and communicating actionable insights to executive leadership.

• Reporting - Prepares reports for management on results of compliance reviews, legal changes, or new regulations. Conveys the necessary actions to fulfill regulatory requirements and communicates changes amongst work groups.
• Root Cause/Trend Analysis - Leads the 2LOD team's analysis of enterprise complaints data and facilitates understanding of root causes and/or trends. Partners with 1LOD and 2LOD stakeholders to develop and implement corrective actions to ensure compliance with internal Standards and mitigation of any applicable risks.
• Compliance Improvement - Leads the analysis of external laws and regulations as well as internal processes and systems. Develops and revises policies, procedures, services, products, and systems that ensure regulatory compliance. Fosters understanding and proper implementation of necessary changes in impacted business areas. Assists special projects or related business initiatives as needed, which may include consulting on specific compliance matters.
• Business Support - Serves as a liaison between examiners, regulators, auditors, and legal and corporate compliance teams during compliance examinations, processes, and procedures. Tracks, investigates, and resolves complex or escalated issues which may involve system testing or direct consumer complaints. Recommends process and operational improvements that enhance efficiencies and reduce risk. Provides technical support to business programs, systems, or vendors throughout daily activities. Assists less experienced associates in identifying and addressing factors that perpetuate risk.
• Compliance Expertise - Maintains strong knowledge of current or changing laws, regulations, requirements, policies, and procedures that affect assigned area of the Bank. Serves as a subject matter expert in providing guidance to management and associates on compliance-related matters. May facilitate compliance trainings, educational resources, or other methods of knowledge building within the Bank specific to applicable rules, regulations, and/or standards.
• May participate in industry events or professional organizations to remain knowledgeable on factors that could impact enterprise activities.

• Bachelor's Degree and 8 years of experience in Compliance, Legal, Audit, Banking or other related experience OR High School Diploma or GED and 12 years of experience in Compliance, Legal, Audit, Banking or other related experience

• Experience with financial services complaint management programs - especially within Large Financial Institutions
• Able to review broad data sets and identify specific trends/themes
• Experienced communicating to senior executives and develop support for enterprise initiatives
• Proficient using data visualization tools to create actionable insights for leadership
• Comfortable working within a dynamic environment with constant change and potential ambiguity
• Able to work independently and collaboratively as needed to meet organizational deadlines
• Comfortable challenging status quo at all levels of the organization to effectuate change.