Compliance Officer

Description

This role supports the Fair Banking Department’s Compliance complaint analysis function by providing reporting, data analysis, and monitoring of this subject matter.  The candidate will work closely with, and report to, the Complaints Director. The role has primary responsibility for performing periodic Fair Banking complaint monitoring, identifying gaps, potential regulatory concerns, discrimination, potential unfair or deceptive practices, and reporting metrics and enhancements. Additional responsibilities include engaging appropriate stakeholders in assigned business lines and applicable risk functions to collect information and provide reporting and trending on business line practices, new initiatives, or changes.   Responsible for providing timely reporting and escalating identified risks to Compliance management as necessary.

Primary responsibilities include:

• Support the Complaint Oversight program and analytics and reporting.
• Identify issues and opportunities, analyze, understand trends, and provide specialized business advice to Complaints Director.
• Performing Fair Lending monitoring on closed Service Now complaints.
• Performing KRI reviews.
• Escalating complaint monitoring results if needed and provide appropriate solutions and alternatives within required time limits.
• Monitor complaint metrics Bank wide to ensure business/compliance processes are followed.
• Demonstrate the ability to exercise good judgment in assessing the significance and relevance of identified fair banking risks and timely escalation to Compliance Director.
• Develop appropriate complaint reporting, documentation, and governance to cover complaint program activities across the organization.
• Develop robust report presentations that are geared to executive management or broader audience including the ongoing monitoring and assessment projects and results.
• Build and maintain strong partnerships with Citizen's risk partners and colleagues.
• Assisting with projects that enhance the Complaint program.
• Developing and reviewing policies, procedures, and job aids as needed.
• Stay current of the regulatory environment and expectations through discussions with peers, seminars, webinars, roundtables, law firms, bankers’ associations, etc.
• Adhere to internal policies/procedures and applicable regulatory guidelines, contribute to the review of internal processes and activities and assist in identifying potential opportunities to improve operational efficiencies.
• Other duties as assigned.

Qualifications

• 1-5 years of fair banking or other related consumer compliance experience in consumer financial services, regulatory agency, or equivalent experience.
• Working knowledge of complaints and related Fair Lending related regulations (including but not limited to; UDAAP, ECOA/Reg B, FHA, UDAAP, SCRA, FCRA, FDCPA) and industry/"best-practice" approaches.
• Computer proficiency, specifically MS Office (Word, Excel, Access, PowerPoint, etc.). Service Now, Tableau experience a plus but not required.
• Must be confident, self-starter with the ability to work independently and deliver superior results.
• Critical thinking and the ability to "connect the dots" of multiple data points across multiple business units to develop a comprehensive assessment of fair banking risk.
• Strong, effective interpersonal and communication skills (written, verbal and listening)
• Team player who can manage to time sensitive deliverables.

Education, Certifications and/or Other Professional Credentials

• Degree in Business, Finance, or 5+ years of equivalent combination of education and experience.

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: M-F

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Equal Employment Opportunity

At Citizens we value diversity, equity and inclusion, and treat everyone with respect and professionalism. Employment decisions are based solely on experience, performance, and ability. Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws.

Equal Employment and Opportunity Employer

Citizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates.