[Hiring] Complaint Compliance Analyst I @Coastal Community Bank

Role Description

As a Compliance Analyst I in Complaints, you will help ensure regulatory compliance by reviewing and responding to customer and regulatory complaints. You will support an effective compliance complaints program at the Bank, working closely with compliance leaders to track, document, and escalate regulatory issues as needed. You will be responsible for:

• Intaking complaints
• Preparing and reviewing complaints responses
• Identifying the root causes of complaints
• Responding and remediating appropriately
• Reporting risks or trends to key stakeholders

Note: The salary range of $68,899 - $82,678 is posted for compliance reasons. However, we will not be hiring above $78,000. Must be available to work standard Pacific Time business hours (8 AM – 6 PM PT with flexibility) regardless of location.

Responsibilities

• Draft and review responses to complex complaints from regulatory agencies and customers for Core Bank and CCBX fintech partners, ensuring compliance and identifying potential regulatory risks.
• Log and maintain complaint cases utilizing a GRC tool for each complaint, document the account and include all relevant information and documents.
• Monitor all open complaints daily to ensure all complaints are responded to prior to their deadline.
• Follow internal policies, procedures, and regulatory guidelines when handling complaints.
• Escalate complex cases to senior compliance analysts or management for further evaluation.
• Support regulatory requests and audits by compiling relevant documentation.
• Maintain updated knowledge of consumer protection regulations, including but not limited to, Reg E, Truth in Savings Act, UDAAP, FACTA, Reg Z (Truth in Lending), Reg B (Equal Credit Opportunity Act), and the Fair Credit Reporting Act.

Qualifications

• Strong attention to detail with the ability to analyze complaint data and identify trends.
• Effective written and verbal communication skills with ability to summarize issues, articulate complex concepts clearly, create reports effectively, and draft clear, compliant, and well-supported responses to individuals across our financial institution and beyond.
• Ability to manage multiple tasks, prioritize workloads, and meet deadlines.
• Willingness to learn and adapt in a regulatory-driven environment.
• Strong collaboration skills to work with Compliance, Risk, and Customer Support teams.

Requirements

• Bachelor’s degree, OR an equivalent combination of education and relevant experience.
• 1+ years of relevant experience in compliance, customer complaints, regulatory risk, or banking operations, ideally with some previous experience in complaint management.
• Proficient in Microsoft 365 tools, including Excel, SharePoint, Teams, and Word.
• Familiarity with consumer financial protection laws is preferred.

Benefits

• Medical Coverage: Choose from three competitive medical plans to find the coverage that best fits your needs and lifestyle.
• Health Savings Account (HSA): Available with eligible medical plans, offering tax advantages and employer contributions.
• Flexible Spending Accounts (FSA): Options for healthcare and dependent care expenses to help you save on out-of-pocket costs.
• Dental and Vision Insurance: Plans to keep you and your family smiling and seeing clearly.
• Life Insurance: Company-paid basic life insurance with options to purchase additional coverage for yourself and your dependents.
• Long-Term /Short-Term Disability (LTD): Income protection in the event of a long-term illness or injury.
• Supplemental Benefits: Including Hospital Indemnity, Accident Insurance, and Critical Illness coverage to provide extra financial support when you need it most.
• 401(k) Retirement Plan: A competitive retirement savings plan with company matching to help you plan for the future.
• Paid Time Off: Generous vacation and sick leave policies to support your time away from work.
• Holidays: Enjoy 11 paid holidays throughout the year.