Compliance Complaints Analyst

WebBank

WebBank is a Utah chartered Industrial Bank headquartered in Salt Lake City, Utah. Since its inception in 1997, WebBank has originated and funded over $155 billion in consumer and commercial credit products. As "The Bank Behind the Brand", WebBank is a national issuer of consumer and small business credit products through Strategic Partner (Brand) platforms, which include retailers, manufacturers, finance companies, software as a service (SaaS) and financial technology (FinTech) companies. The Bank is a leading player in the digital lending space, driving innovation in financial products through embedded finance with Strategic Partner platforms. WebBank engages in a full range of banking activities including consumer and commercial loan products, revolving lines of credit, credit cards, private-label card issuance, auto-refinancing and more. The Bank provides capital in the form of asset-backed lending and other credit facilities to Strategic Partner platforms, credit funds, and other lenders with a targeted focus on specialty finance assets. The Bank is also a leading provider of commercial insurance premium finance products through its wholly owned subsidiary National Partners and Security Premium Finance, a wholly owned subsidiary of National Partners.

Job Summary

This position will be part of the Regulatory Complaints Team within the Compliance Group and will be responsible for WebBank's complaint management, reporting, and analytics. This position requires oversight and performing day-to-day complaint management activities related to WebBank and Strategic Partner Programs, and other projects as assigned.

Primary Responsibilities

You Will:

• In collaboration with the Compliance Team, assist with strategy and execute the complaint management program
• Produce monthly and quarterly complaint reports for review by multiple stakeholders within the Bank
• Participate in the planning and execution of on-site complaint reviews of Strategic Partner Programs
• Review procedures and process maps and validate that Strategic Partners are meeting Bank expectations and requirements.
• Assist Program and Compliance Managers with the preparation of reports related to complaint activity for Strategic Partners
• Stay abreast of federal and state regulatory changes related to consumer and commercial lending
• Collaborate with Compliance and Program Management teams to identify complaint trends and escalate concerns as necessary to assess compliance impact and regulatory risk
• Provide best practices to Compliance and Program Management teams based on trend analysis and observations from other Strategic Partner complaint activity
• Collaborate with Strategic Partners in root cause analysis activities as needed for issues identified within complaints as well as determining possible solutions to mitigate future issues
• Provide complaint oversight and leadership to the Compliance team
• Possibility of travel up to 10%

Minimum Qualifications

You Have:

• Bachelor's degree or equivalent
• 3 years of experience in a bank or other regulated business
• Excellent ability to understand and apply state and federal legal and regulatory requirements
• Strong self-confidence, good judgment, and the ability to make sound decisions
• Ability to interface effectively with all levels of management and other internal departments
• Ability to handle a fast-paced environment with minimum supervision and successfully meet established project deadline requirements
• Strong written and oral communication skills
• Ability to quickly action feedback and improve processes
• Experience with Word, Excel, and PowerPoint

Even Better:

• Bachelor's degree in business management, accounting, or finance
• Experience in complaint management and analytics desired
• Strong presentation skills
• CRCM certification
• Working knowledge of federal and state lending laws and regulations such as Regulation Z, Regulation B, UDAAP, CAN-SPAM, FDCPA, etc.
• Experience working with bank regulatory agencies and third-party auditors
• Experience with Tableau
• Advanced skills with Word, Excel, and PowerPoint

Company Perks:

You Get:

• Flexible work options - Flexible work-from-home opportunities and other hybrid workplace options are available
• Paid Time Off (PTO) - Generous paid time off plus paid parental leave
• Health insurance - Plans include an employer paid medical option, dental and vision coverage, plus we offer health savings accounts
• 401(k) - WebBank matches up to the first 6 percent of employee contributions and both the employee's contributions and WebBank's match are fully vested immediately
• Life and Disability Insurance - Life insurance and long and short-term disability insurance plans are 100% employer paid
• Tuition Reimbursement - WebBank provides reimbursement for classes needed to obtain certain degrees, up to $5,250 per academic year