Compliance Complaints and Testing Analyst

Job Title: Compliance Complaints and Testing Analyst

Location: Kansas City

Company Overview:

Agentis Financial is a rapidly growing credit card servicing organization, backed by a leadership team with over 100 years of combined industry experience. Agentis was created to deliver modern, efficient, and customer-focused servicing solutions in the evolving financial services landscape.

Since its launch, Agentis Financial has quickly established itself as an emerging player in the credit card servicing space, driven by a commitment to operational excellence, innovation, and scalable growth.

The organization is actively expanding its team and capabilities to support a growing client base and deliver best-in-class service.

At Agentis Financial, we combine deep industry expertise with a forward-looking approach, building a dynamic environment where talented professionals can make a meaningful impact as we shape the future of credit card servicing.

Position Overview:

We are seeking a detail-oriented and analytical Compliance Complaints and Testing Analyst with experience in commercial banking and credit card operations. In this hybrid role, you will be responsible for executing compliance complaints reviews and responses as well as compliance testing and monitoring activities to ensure adherence to regulatory requirements and internal policies. You will play a key role in identifying complaint trends, recommending process improvements, and ensuring a positive customer experience, while maintaining compliance with industry standards. You will also collaborate with cross-functional teams for testing to assess the effectiveness of controls, identifying compliance risks, and supporting continuous improvement in our compliance program.

Key Responsibilities:

Complaints:

·        Receive, review, and investigate customer complaints across all channels, ensuring timely and accurate resolution.

·        Analyze complaint data to identify patterns, root causes, and opportunities for process improvement.

·        Collaborate with internal teams, including Operations, Compliance, and Customer Service to gather information and coordinate responses.

·        Document all complaint investigations, findings, and resolutions in accordance with regulatory and company requirements.

·        Prepare regular reports and summaries of complaint trends and outcomes for management and compliance teams.

Testing:

·        Execute compliance testing and monitoring activities related to commercial banking and credit card products, ensuring alignment with regulatory requirements and internal standards.

·        Develop and refine testing scripts, plans, and workpapers to support robust compliance testing processes.

·        Inspect documents, records, disclosures, systems, and reports to validate compliance and identify trends, control weaknesses, or process deficiencies.

·        Collaborate with business units to understand products and processes, gather necessary information, and communicate findings.

·        Research applicable regulations and emerging compliance risks to inform testing and fieldwork.

·        Document and escalate identified issues, track remediation efforts, and validate resolution of compliance findings.

·        Prepare clear and concise reports summarizing testing results, findings, and recommendations for management and stakeholders.

·        Support internal and external audits and regulatory examinations by providing required documentation and explanations.

Qualifications:

·        Bachelor’s degree in Business, Finance, Law, or a related field.

·        3 years of experience in compliance complaints reviews, compliance testing, audit, and monitoring within commercial banking or credit card operations.

·        Strong knowledge of consumer compliance regulations and regulatory expectations for banking and credit card products.

·        Experience reviewing and responding to consumer complaints and developing and executing risk-based compliance testing plans.

·        Analytical mindset with strong investigative and problem-solving skills, and high attention to detail.

·        Excellent written and verbal communication skills, with the ability to clearly convey findings to both technical and non-technical audiences.

·        Proficiency with Microsoft Office Suite and familiarity with data analytics tools (e.g., SQL, Excel, or similar).

·        Ability to handle sensitive information with discretion and professionalism.

·        Ability to manage multiple priorities and work effectively in a fast-paced, collaborative environment.

·        Professional certifications such as CRCM, CIA, or similar are a plus.

Why Join Us?

·        Competitive compensation package with performance-based incentives.

·        Health, dental, and vision benefits.

·        Opportunity to work with a forward-thinking, innovative company at the forefront of financial technology.

·        Flexible work environment with the option for hybrid work.

·        A collaborative, supportive, and growth-oriented company culture.