Operations Compliance/ Complaints Officer

The Operations Compliance/Complaints Officer is the primary contact for Bank personnel regarding operational compliance laws, regulations, procedures and complaints.  Works closely with Operations Administration, Central Operations and the Improvement Committee to create and maintain appropriate policies, procedures and other controls, as well as provide the necessary support and guidance for the Bank to adhere to applicable laws, and regulations.   Responsible for the Bank’s Complaint Management Program.   Assists in other compliance projects as assigned and directed by the Bank’s Compliance Manager.

Essential Duties

• Monitors legislative and regulatory compliance issues affecting the operations of the Bank. 
• Assists, as necessary, with the implementation of new regulations or material changes in existing regulations.  
• Reviews audit reports, recommends and implements preventative actions, policies, procedures, documentation, or capitalizing upon other opportunities where the Bank can improve upon its operations and internal control.
• Oversees the Bank’s enterprise wide customer complaint monitoring and tracking system, including identifying complaints that require root cause analysis.
• Prepares reports summarizing complaints and their resolution to the Compliance Manager, Executive Management and the Board of Directors. 
• Investigates and prepares responses to customer complaints, including complaints filed with the Bank’s regulatory agencies, Better Business Bureau or other third parties. 
• Provides compliance support for operation staff by promptly responding to e-mails and/or telephone calls. 
• Presents compliance related matters to various internal partners.
• Supports the Compliance Manager with HIPAA/HITECH related issues.
• Conducts periodic compliance risk assessments and communicates the results of the assessment in a written report to the Compliance Manager, Executive Management and the Board of Directors.
• Assists, as necessary, the Bank’s Security Department and Chief Information Security Officer with compliance with federal and state information security standards and breach notification laws.
• Supports the Bank’s UDAAP Officer with the review of Bank advertising collateral. 
• Communicates new regulatory requirements to business unit management and other personnel through email and staff meetings.  
• Ensures new or revised deposit related products are compliant before implementation. 
• Conducts monthly monitoring of Regulation CC, Master Card Fraud Dispute Log, ATM, ACH, and Excessive Overdraft Reporting.
• Prepares monthly compliance activity reports for the Bank’s Compliance Manager. 
• Coordinates and prepares materials for safety and soundness and consumer compliance examinations.
• Assist Fraud, ATM, and ACH department with Regulation E unauthorized use claims.
• Maintains a knowledge of operations related laws and regulations by regular attendance of compliance seminars and conferences.
• Chairs the ad-hoc American with Disability Act Committee and assist with alerting appropriate departments to ADA updates.
• Liaison between Compliance Department and Learning and Development.
• Responsible for maintaining the Bank’s Compliance Training Program summary.
• Monitor and update the Compliance department’s intranet page. 
• Mediate concerns between BSA and Operations Administration Departments with Elder Abuse related issues. 
• Assists the Compliance Manager with special projects, as necessary. 

Complies with all State and Federal Banking regulatory requirements, including but not limited to: BSA, Anti-Money Laundering OFAC, CIP, Financial Elder Abuse Reporting, Sexual Harassment, Information Security and privacy requirements.  This position will elevate suspicious activity to supervisory staff and/or BSA department.  Completes compliance and other technical training workshops as assigned.

Basic Knowledge, Skills and Abilities

• Critical thinking, judgment & problem solving skills
• Ability to actively listen & learn
• Ability to respectfully communicate with management and co-workers
• Ability and desire to foster and interact in a team environment, and willingness to contribute to team efforts.  

Officer Title Eligibility

For qualified positions, the Bank may designate an Officer Title to an employee who seeks and/or meets defined competencies for an eligible position. This position qualifies for the officer title(s) Assistant Vice President.

Equipment Operated

• Desk Top Computers 
• Standard Office Equipment (copiers, fax machines)

 Physical Requirements & Work Environment 

• Requires sitting for prolong periods of time.
• Requires lifting of 25 lbs.
• Office setting w/controlled temperature

Education and Experience 

• High School Diploma or equivalent required
• Strong working knowledge of the branch environment and financial aspects of bank operations 

• Minimum of five (5) years of operational management experience
• After five (5) years’ experience as the Operations Compliance Officer, the candidate will be expected to attain a Certified Regulatory Compliance Manager (CRCM) designation. 

This job description is not intended to be all-inclusive, and employees will be required to perform additional related work duties as assigned by their immediate supervisor and/or management.

Farmers and Merchants Bank of Long Beach reserves the right to revise or change job duties and responsibilities as the need arises. This job description does not constitute a written or implied contract of employment.