Compliance - Compliance Officer - Complaints

Job Summary

The Compliance Officer – Complaints supports the Credit Union’s efforts as they relate to compliance with laws and regulations. This role leads complaint investigation activities and projects, coordinates cross-functional efforts, and manages the end-to-end complaint resolution process. Serves as a leader for compliance complaints, researches operational compliance questions and issues, and performs compliance review of marketing materials.

Essential Functions

• Oversees and standardizes compliance complaint management across the Credit Union to ensure consistent and timely resolution.
• Leads comprehensive investigations of member complaints by gathering and analyzing all relevant information, interviewing involved parties, and assessing regulatory and/or policy implications.
• Coordinates with multiple departments (Retail, Contact Center, Marketing, Deposit Operations, etc.) to obtain documentation, facilitate fact-finding, and ensure thorough complaint resolution.
• Develop and maintain detailed investigation records, documenting findings, corrective actions, and final resolutions in the compliance management systems.
• Identify root causes and systemic issues uncovered during complaint investigations and recommend process improvements to mitigation future risks.
• Provides training and guidance to staff on effective complaint intake, Credit Union procedures and policies, investigation best practices, and regulatory requirements.
• Drive continuous improvement of complaint investigation processes and workflows, ensuring alignment with internal process, industry standards, and regulatory requirements.
• Supports the continued development and implementation of compliance programs and ensures adherence to regulatory agency directives, memoranda, interpretive rulings, laws, and regulations affecting the Credit Union.
• Maintains current knowledge of all federal and applicable state laws and regulations, along with Credit Union policies and procedures.
• Prepares periodic and ad-hoc reports for senior leadership and the Board of Directors
• Supports Credit Union audit and examination processes.
• Other duties as assigned by Compliance Leadership
  
  

Knowledge, Skills & Abilities

• Thorough knowledge of deposit, lending, and/or regulations affecting the Credit Union.
• Demonstrated knowledge and experience with DNA or similar core operating system, and desktop software tools such as Excel, Access and Word.
• Demonstrated excellent verbal and written communication skills, and ability to maintain confidentiality.
• Demonstrated strong organizational skills, with the ability to prioritize and coordinate various assignments simultaneously.
• Ability to work independently and function under limited supervision while exercising good judgment, speed, and accuracy.
• Ability to work effectively with various teams, exhibiting strong interpersonal skills.
• Identifies tasks, and creates and manages a project plan in coordination with other departments.
• Experience using Excel and Word to perform responsibilities and generate accurate and meaningful information and reports.
  
  

Qualifications

• Bachelor’s Degree in Finance, Business or related field or equivalent work experience required
• 5 years of exposure in pertinent compliance area(s), and working with related issues and reporting requirements OR
• 7-10 years of applied operational and Retail experience
• Bilingual (Spanish) oral and business writing skills preferred
• Certified Regulatory Compliance Manager (CRCM) certification, Credit Union Compliance Expert (CUCE) designation or NAFCU Certified Compliance Officer (NCCO) designation preferred.
  
  

At OnPoint, we believe a workplace that reflects the richness of the world fosters a welcoming and empowering environment for everyone. We're committed to equity and inclusion, and consider all qualified applicants embracing every race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability, or veteran status, and your unique background.

We encourage you to apply if you're passionate about this opportunity and have the core qualifications. Your unique experiences and skills are what make you a strong candidate. Don’t let imposter syndrome hold you back! Our recruitment process is designed to be inclusive and accessible to all. If you need any accommodations during the application or interview stage, please let us know. We're dedicated to providing what's necessary to ensure a fair and inclusive experience.