ORS Partners

  • Compliance Customer Complaints Officer

    Job Locations US-CT-New Haven
    Posted Date 3 months ago(8/1/2018 11:21 AM)
    Client & Job Location : Address
    115 Munson St
    Client & Job Location : Postal Code
    Job ID
    # of Openings
    Regular Full-Time
  • Overview

    Role Summary:

    BankMobile is seeking a senior Compliance officer to deal primarily with compliance within Customer Complaints.  This role will help ensure that our operations and business transactions follow all relevant legal and internal rules. You will also review employees’ work and provide advice on compliance.


    To succeed in this role, you should be a reliable professional who is not afraid to speak their mind and stand by their decisions. You should be familiar with risk management and our industry’s standards. You also have a sharp business acumen and ability to work between various departments. 


    Your goal will be to ensure we operate in a legal and ethical manner while meeting our business objectives.



    To be successful in this role you should possess the following abilities:

    • Coordinate with bank and firm personnel to improve individual complaint data capture in Customer Complaint Intake System (CCIS)
    • Perform quality control reviews on complaint data and review/address results with colleagues in Legal and BUs
    • Perform analyses on complaint data, identifying and researching root causes, trends, issues, and regulatory concerns
    • Help design and implement updates to complaint tracking/recording systems
    • Draft and revise company policies related to customer complaints
    • Track, monitor, and work with stakeholders to address issues identified through root cause analysis
    • Create reporting and KRIs for monthly Bank Customer Complaint Committee, as well as other monthly and quarterly governance committees and regulatory reporting
    • Educate and train employees on regulations and industry practices
    • Work with stakeholders to assist in creating and revising customer complaint monitoring, training, and policies and procedures
    • Assist with complaint gap analyses and risk assessments
    • Serve as primary point of contact for government related complaints
    • Assist in drafting responses and conducting research for government related complaints
    • Create sound internal controls and monitor adherence to them
    • Proactively audit processes, practices and documents to identify weaknesses
    • Evaluate business activities (e.g. investments) to assess compliance risk
    • Collaborate with external auditors and HR when needed
    • Keep abreast of internal standards and business goals
    • Management skills in order to adequately lead a team


    Required Experience/ Qualifications:


    • Bachelor degree and 7-10 years of relevant industry experience or equivalent business experience
    • Knowledge of bank laws and regulations, particularly from the FRB, CFPB and FDIC
    • Experience in customer complaint data collection, analysis, and reporting
    • Demonstrated ability to analyze large amounts of data and visually depict in clear, concise manner
    • Familiarity with institutional and retail bank products
    • Excellent organizational skills to manage multiple projects and ability to work independently in a fast paced development and production support environment
    • Able to perform analysis and problem identification, determine solutions and best execution and able to work under specific deadlines
    • Excellent oral, written and analytical skills
    • Strong client-relations skills and ability to partner with clients to develop practical solutions that meet business needs while remaining compliant with applicable laws and regulations
    • Strong sense of integrity and ethical leadership
    • Strong team-orientation
    • Knowledge of legal requirements and controls (e.g. Anti-Money Laundering, or AML)
    • Familiarity with industry practices and professional standards
    • Business acumen
    • Teamwork skills

    Preferred Experience/ Qualifications:

    • Proven experience as a Compliance Officer or Compliance Manager
    • Experience in risk management
    • Professional certification (e.g. Certified Compliance & Ethics Professional (CCEP)) is a plus
    • Experience in a large, publicly traded organization



    About BankMobile:

    BankMobile, a division of Customers Bank, is the largest and fastest growing mobile-first bank in the country. Our mission is to make banking affordable, effortless, and financially empowering for the millions of Americans who need it the most – the underbanked, millennials and working-class Americans.  


    BankMobile is the first bank in the U.S. to offer a completely fee-free banking experience and uses innovative mobile technology to make banking enjoyable and seamless. The Bank is also committed to making each of its customers feel financially empowered through education and access to a free financial coach. Through constant innovation, its white label banking distribution model, and putting the customer experience above all else, BankMobile is truly disrupting the banking space.


    BankMobile, a division of Customers Bank, will provide consideration for employment to qualified applicants without regard to their race, color, religion, national origin, sex, protected veteran status or disability.


    BankMobile, a division of Customers Bank. Member FDIC - Equal Housing Lender - All Rights Reserved


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