Senior Compliance Officer - Complaints Team

Application Deadline:

10/16/2024

Address:

320 S Canal Street

Job Family Group:

Audit, Risk & Compliance

The Second Line Regulatory Complaint Analysis Team is seeking a Senior Compliance Officer. This position will be responsible for analyzing complaint data to identify trends, themes and areas of concern and collaborate with applicable business partners within P&BB (Deposit Products, Credit Cards, etc.) to ensure these items are properly escalated and addressed. Responsibilities also include assisting with the preparation of monthly and quarterly reporting materials. This position plays an important role in ensuring the Team fulfills its mandate of providing a second, analytical viewpoint on complaint themes and trends and efficiently identifies and addresses concerns.   

*This is a hybrid role with 2 days a week in the Chicago office.

• Analyze complaint data to identify trends, themes and areas of concern.

• Collaborate with business partners to ensure trends are escalated and properly addressed.

• Assist with preparation of monthly and quarterly reporting materials.

• Use critical thinking to understand root cause of complaints.

• Analyze complaints to determine if there is potential regulatory risk.

• Influences to achieve effective regulatory compliance controls that enable business objectives.

• Identifies and advises on emerging issues and trends to inform decision-making.

• Builds effective professional relationships with business group, internal/external stakeholders and trust with regulators.

• Analyses and reports on compliance data, and related data to gain insights on regulatory risk.

• Elevates high profile issues/risk cases to Compliance and business/group management for prompt resolution.

• Analyzes and reports compliance information to Compliance and business/group management.

• Develops and maintains a high level of expertise in all regulations, directives and guidance which apply to the group(s) supported.

• Provides input to business/group on emerging risks, regulatory developments and interpretation of regulations

• Identifies enhancements to business group compliance tools and processes and communicates to required stakeholders.

• Anticipates/ identifies and analyses risk and consequences of unaddressed risk factors/ compliance gaps, and recommends appropriate controls.

• Builds effective professional relationships with business/groups.

• Operates effectively within a high stress environment with constantly changing expectations and regulatory & audit scrutiny.

• Accesses, monitors and reports on sensitive Bank, customer, transactional and employee information to ensure compliance with regulatory requirements.

• Communicates the roles and importance of each of the three lines of defense, and proactively identifies regulatory risk.

• Exercises judgment to identify, diagnose, and solve problems within given rules.

• Works independently and regularly handles non-routine situations.

• Broader work or accountabilities may be assigned as needed.

Qualifications:

• Typically minimum of 6 years of relevant experience with consumer protection regulations and post-secondary degree in related field of study or an equivalent combination of education and experience.

• Recognized compliance certificate or equivalent preferred.

• Detailed knowledge of consumer protection regulations and related marketing and advertising guidelines.

• Skilled knowledge of regulatory/ compliance requirements and the operations of a single client group.

• May require experience at regulatory body for one or more compliance area(s).

• Strong communication, critical thinking, relationship management and project management skills.

• Deep knowledge and technical proficiency gained through extensive education and business experience.

• Verbal & written communication skills - In-depth.

• Collaboration & team skills - In-depth.

• Analytical and problem solving skills - In-depth.

• Influence skills - In-depth.

• Data driven decision making - In-depth.

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