Compliance Manager, Complaints & Fintech Oversight

Role Summary

The Compliance Manager will be responsible for the administrative management of agency complaints across the organization's fintech programs, including intake, tracking, routing, and timely resolution in accordance with regulatory requirements. This role ensures complaints are properly logged, assigned to the appropriate Subject Matter Expert, and responded to within required deadlines, while maintaining accurate records, correspondence, and system administration throughout the process. The Compliance Manager will also oversee the day-to-day fintech relationship management function, working closely with Compliance Leadership, Program Management, Fintechs, and other stakeholders to ensure consistent, well-documented, and timely handling of all agency complaints.

Key Responsibilities

Complaints Management

• Receive, log, and triage complaints submitted by multiple regulatory bodies and agencies and route complaints promptly to the appropriate Subject Matter Expert (SME) for investigation and drafting of substantive responses.
• Track regulatory complaint deadlines, coordinate with SMEs and stakeholders to ensure all responses are submitted to regulatory bodies and consumers within required timeframes.
• Collaborate with Compliance Leadership, Program Management, Fintechs, and other stakeholders as needed to manage the day-to-day handling of agency complaints.
• Draft, maintain, and periodically update complaint-handling policies, procedures, and complaint response templates to reflect regulatory expectations and operational best practices.
• Serve as system administrator for the complaints management platform, including regular communication with the vendor regarding reporting capabilities, system enhancements, and issue resolution.

Fintech Solutions Compliance Management

• Development, Implementation, & Administration: Oversee all aspects of the Fintech program's Compliance Management System ("CMS") in accordance with the Bank's own CMS requirements.
• Exams & Audits: Coordinate and assist in the administration of independent, state, and federal examinations, reviews, and audits.
• Monitoring: Perform regular monitoring activities including complaint management, issues management, early warning system, fair lending reviews, FCRA dispute oversight, red flags monitoring, marketing reviews, and others as assigned.
• Communication & Presentation: Communicate complex information to employees, management, fintech programs, and regulators. Present training materials, recommendations, and initiatives, as requested.
• Reporting & Responding: Prepare and compile reports as scheduled or upon request from the VP of SP Compliance.
• Recommendations & Guidance: Advise and provide guidance to the management team, SPs, and other stakeholders.
• Projects & Other Job Duties: Ad hoc projects and other job duties, as assigned.
• Due Diligence: Execute due diligence activities as assigned. This may include due diligence with new products, SPs, or modifications of existing programs.