Fair and Responsible Banking Director - Complaints, UDAAP & Sales Practices

Current Employees of LendingClub: Please apply via your internal Workday Account

LendingClub Corporation (NYSE: LC) is the parent company of LendingClub Bank, National Association, Member FDIC. We are the leading digital marketplace bank in the U.S., having helped our nearly 5 million members secure over $90 billion in loans to refinance high-cost debt and achieve their financial goals. Members today have mobile-first access to a growing range of products and services designed to work seamlessly together to deliver value in new ways. Everyone deserves a better financial future, and our team is committed to making that a reality. Join the Club!

About the Role

LendingClub Compliance Department is seeking an experienced and qualified compliance professional to fill the role of Fair and Responsible Banking Director (F&RB Director). This position will be primarily responsible for overseeing and monitoring the Bank’s consumer complaint management program. Additional responsibilities shall include oversight of UDAAP and Sales Practices for effectiveness and regulatory compliance. The F&RB Director will serve as a “compliance advisor” to first line management to ensure operational policies and procedures in place for managing consumer complaints, UDAAP and Sales Practices to meet regulatory standards and support the company’s implementation of an effective Compliance Management System (CMS).

What You'll Do

• Work with first line management to develop and implement policies, procedures, and controls designed to effectively capture, analyze, and respond to consumer complaints, UDAAP and Sales Practices
• Ensure any third parties involved in managing complaints meet the same standards employed by the Bank and that there are robust processes in place for reporting and escalation
• Review, provide feedback and approve responses for high risk complaints received by the Bank
• Engage with first line management on the analysis of consumer complaint data (root cause analysis) to identify potential patterns or trends that may represent systemic weaknesses or process failures; work with management to identify opportunities to improve the consumer experience; proactively advocate for operational or product improvements to mitigate future risks
• Design and implement appropriate monitoring (quality control/assurance) of operational procedures and practices related to complaint management, UDAAP and Sales Practices and identify risks that can be quickly resolved, preventing consumer dissatisfaction
• Implement periodic UDAAP monitoring, conduct risk assessments, provide credible challenge over business management changes and report on programmatic risks to applicable committees
• Actively collaborate with operations management to improve the consumer experience and enhance the company’s consumer support services, working together to identify and address causes of consumer concerns and escalations
• Liaise with operational teams to inform training and development opportunities for frontline personnel to implement best practices for complaint handling and service member request management
• Ensure appropriate and prompt escalation of consumer complaints that: raise legal issues; contain evidence of system errors or processing lapses; involve evidence of actual or potential consumer harm; contain any indication of unfair treatment or discrimination; include allegations of unauthorized product enrollment, account openings or upgrades (including the addition of ancillary products); or evidence improper sales practices, or other regulatory compliance issues
• Assist with the development of accurate, timely, and robust reporting of consumer complaints and UDAAP risks to provide management and the board with the analysis and interpretation needed to assess the effectiveness of the complaint management program and understand any material risks to the business

About You

• 10+ years of compliance experience in a regulated financial institution, including direct experience managing or overseeing the administration of consumer complaints, UDAAP and/or Sales Practices program
• Extensive knowledge of consumer protection laws and regulations, with expertise in compliance requirements related to Bank Checking, Savings and open/closed loans products including but not limited to Reg Z, ECOA, UDAAP, MLA and SCRA
• Independent leader and partner to collaborate with strong teams to drive successful outcomes
• Agile and willingness to work within an energetic, fast paced and dynamic e