Regulatory Complaints Associate

Who We Are

Through our service brands Hyundai Motor Finance, Genesis Finance, and Kia Finance, Hyundai Capital America offers a wide range of financial products tailored to meet the needs of Hyundai, Genesis, and Kia customers and dealerships. We provide vehicle financing, leasing, subscription, and insurance solutions to over 2 million consumers and businesses. Embodying our commitment to grow, innovate, and diversify, we strive to reimagine the customer and dealer experience and launch innovative new products that broaden our market reach. We believe that success comes from within and are proud to support our team members through skill development and career advancement. Hyundai Capital America is an Equal Opportunity Employer committed to creating a diverse and inclusive culture for our workforce. We are a values-driven company dedicated to supporting both internal and external communities through volunteering, philanthropy, and the empowerment of our Employee Resource Groups. Together, we strive to be the leader in financing freedom of movement.

We Take Care of Our People

Along with competitive pay, as an employee of HCA, you are eligible for the following benefits:

• Medical, Dental and Vision plans that include no-cost and low-cost plan options
• Immediate 401(k) matching and vesting
• Vehicle purchase and lease discounts plus monthly vehicle allowances
• Paid Volunteer Time Off with company donation to a charity of your choice
• Tuition reimbursement

What to Expect

The Regulatory Complaints Associate is responsible on a daily basis for drafting comprehensive responses to customer complaints submitted through HCA's regulators in accordance with the applicable statutory timeline.

What You Will Do

1. Regulatory Complaint Daily Activity

• Draft and review other responses to complaints received through the Consumer Financial Protection Bureau (CFPB) and state regulators, including working with HCA's CARE Team to obtain research, validation of research, preparation, and submission of responses.
• Monitor the State Examination System complaint portal on a daily basis to obtain and respond accurately, thoroughly and timely to regulator complaints.
• Identify potential regulatory risks while responding to complaints.
• Formulate recommendations and escalate internally, as needed.
• Serve as a point of contact for state regulators regarding complaints, working directly with state regulators to respond to complaints and resolve escalated regulatory complaint issues.
• Document accounts and include all relevant information and documents

2. Complaint Analysis and Review

• Assist in analyzing regulatory complaint data, including completing reviews of internal complaints identified as potentially being regulatory in nature, and preparing recaps of regulatory complaints where the driver is HCA Error.
• Complete high risk complaint category reviews and provide feedback to the business on any issues or opportunities identified. Develop remediation and training plans to be presented to management for implementation by the business to reduce complaint volume.

3. Reporting

• Assist in analyzing regulatory complaint data.
• Assist in preparing and distributing monthly, quarterly and ad-hoc report summaries related to regulator complaints.

What You Will Bring

• Minimum 2-4 years related experience in escalated customer complaints.
• Experience in the auto finance industry a plus.
• Bachelor's degree preferred.
• Strong problem solving and analytical skills to successfully address regulator complaints, perform root cause analysis and identify trends.
• Excellent communication skills, written and verbal, with the ability to effectively communicate with all levels in the organization and external state regulator personnel.
• Strong attention to detail.
• Knowledge of applicable federal regulations and general compliance concepts.
• Proficient with Microsoft Office (Word, Excel, PowerPoint.
• Demonstrated ability to learn systems and processes.

Work Environment

Employees in this class are subject to extended periods of sitting, standing and walking, vision to monitor and moderate noise levels. Work is performed in an office environment.

The posted salary range for this job takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; geographic location, and other business and organizational needs. Successful candidates may be hired anywhere in the salary range based on these factors. It is uncommon to hire candidates at or near the top of the range.

California Privacy Notice

This notice only applies to our applicants who reside in the State of California.

The latest version of our Privacy Policy can be found here. This Privacy Policy provides you with notice, at or before the point of collection, about the categories of personal information to be collected from you, the purposes for which your personal information is collected or used, and whether that information is sold or shared, so that you can exercise meaningful control over our use of your personal information. We are providing this notice to comply with the California Consumer Privacy Act of 2018, as amended as amended by the California Privacy Rights Act of 2020 ("CCPA").

If you have any questions about CCPA regarding California residents or HCA team members, please contact the Privacy Team at Privacy2@hcs.com.