Managing Director - Customer Advocacy & Quality Assurance

Join Our Team—Where Advocacy, Precision, and Purpose Matter

At First Carolina Bank, customer advocacy and quality assurance are core to how we manage risk, protect our customers, and uphold regulatory trust. The Managing Director – Customer Advocacy & Quality Assurance plays a critical leadership role in overseeing complaint management, second-line quality assurance, and risk-based testing and monitoring across the enterprise.  If you’re a seasoned compliance leader who values rigor, accountability, and thoughtful decision-making—and who thrives in environments where precision and integrity matter—this role offers meaningful impact at a senior level.

Why You’ll Love This Role

• You’ll serve as a trusted leader overseeing customer advocacy, complaint management, and quality assurance programs
• You’ll influence enterprise-level compliance outcomes and risk mitigation strategies
• You’ll partner closely with executive leadership, ERM, Internal Audit, and regulators
• You’ll lead and develop high-performing teams responsible for complex, high-risk work
• You’ll have the opportunity to strengthen governance, controls, and customer outcomes across the organization

This role is ideal for a compliance professional who values structure, consistency, and disciplined execution—while continuously improving programs and outcomes.

Where You’ll Spend Time

• Providing enterprise oversight of the customer advocacy and complaint management program
• Leading risk-based quality assurance testing and monitoring activities
• Evaluating customer complaints and feedback to identify control gaps and improvement opportunities
• Coordinating with Compliance, ERM, Internal Audit, Operations, Technology, and business partners
• Preparing reports for executive management, Audit Committee, and Board-level review
• Supporting regulatory exams, audits, and ongoing compliance initiatives

Work is performed in a structured, deadline-driven environment that values accuracy, sound judgment, and professionalism.

What Makes You a Great Fit

• You are methodical, disciplined, and deeply attentive to detail
• You have strong command of consumer compliance regulations and risk management practices
• You communicate complex regulatory topics clearly to senior leaders and stakeholders
• You are comfortable exercising judgment within defined authority and governance frameworks
• You lead with accountability, consistency, and a strong sense of duty
• You thrive in roles requiring precision, follow-through, and steady leadership

What You’ll Do (Highlights)

• Oversee the Customer Advocacy, Complaint Management, and Quality Assurance programs
• Define and execute a comprehensive risk-based testing and monitoring strategy
• Approve and provide oversight for regulatory and executive-level complaint responses
• Identify root causes, assess risk impact, and ensure effective remediation and action plans
• Partner with ERM and Internal Audit to ensure appropriate coverage of the control environment
• Prepare compliance and risk reports for executive leadership, committees, and the Board
• Stay current on regulatory changes and assess impacts to bank processes and controls
• Lead, coach, and develop compliance and QA team members
• Support cross-functional initiatives and enterprise risk mitigation efforts

Qualifications

Required

• Bachelor’s degree in Business, Finance, Accounting, or a related field
• 10–15 years of experience in banking, including compliance, risk management, quality assurance, and/or internal audit
• Minimum of 7 years in a compliance role, including 5 years managing compliance, testing and monitoring, or audit teams
• CRCM certification or equivalent direct compliance experience
• Demonstrated experience building and leading testing and monitoring or QA programs
• Strong knowledge of state and federal consumer compliance regulations
• Proven ability to conduct root cause analysis and oversee remediation efforts
• Strong written, verbal, analytical, and organizational skills
• Proficiency in Microsoft Excel and other Microsoft Office applications

Preferred

• Direct experience interacting with state or federal regulators
• Experience in bank, fintech, or bank-partner environments
• Familiarity with Jack Henry or similar core banking platforms
• Project management experience

Benefits

• Competitive total compensation
• Comprehensive medical, dental, and vision insurance
• Retirement savings plans with company match
• Paid time off and company-observed holidays
• Professional development and leadership training opportunities
• Employee assistance programs
• Opportunities to serve and support our communities

Risk Management Requirements

This position requires adherence to Workplace Policies, Code of Conduct, privacy and information security standards, and all applicable Anti-Money Laundering, Bank Secrecy Act, and USA PATRIOT Act requirements. Leaders are expected to operate within authorized limits, maintain effective controls, and actively support risk mitigation efforts to protect customers, partners, and the organization.

Our Core Values

Enterprising – Resourceful problem-solving to support clients and partners responsibly

Intentional – We do what we say we will do—carefully, consistently, and with attention to detail

Responsive – We act promptly to identify, investigate, and remediate risk

Considerate – We demonstrate professionalism, integrity, and respect in every interaction

#JoinOurTeam #CustomerAdvocacy #QualityAssurance #ComplianceLeadership #RiskManagement #BankingCareer