Compliance Analyst, Consumer Complaints and Marketing

Varo is an entirely new kind of bank. All digital, mission-driven, FDIC insured and designed for the way our customers live their lives. A bank for all of us.
We are seeking a Compliance Analyst who is dedicated to improving the customer experience through reviewing, analyzing, and reducing customer complaints, and reviewing/approving marketing and other customer-facing content.  The ideal candidate will be a self-starter who enjoys a fast-paced working environment, is detail-oriented, and has a strong knowledge of compliance regulations, especially disputes regulations (Regulation E and Regulation Z) and UDAP/UDAAP, to provide second line of defense oversight of the Complaint process and support for the marketing review process.

What you’ll be doing:

• Review complaints and complaint responses, and mount an effective challenge to business or first-line complaints team responses, as needed
• Monitor and analyze complaints to understand trends, particularly for issues that could lead to customer harm, and identify root causes
• Provide insights into process improvements, enhancements, and policy changes to reduce the recurrence of complaints, and work with partners and stakeholders to implement such enhancements
• Collaborate with the first-line complaints team to advise, educate and enhance the complaints review process, as appropriate
• Provide regulatory guidance and education for customer service agents and first-line complaints team, as needed 
• Develop KPIs and KRIs for compliance-oriented complaint reporting
• Provide marketing compliance support, as needed, including reviewing, editing, and approving marketing and advertising to ensure compliance with applicable regulations, including CAN-SPAM, Reg DD, Reg Z, UDAAP/UDAP, FCRA, and TCPA
• Stay up-to-date on operational processes and changes in the regulatory environment
• Other compliance support tasks, as required

You’ll bring the following required skills and experiences:

• Strong background in the second line of defense risk management organization, including experience with applicable regulations, such as Reg DD, Reg Z, Reg CC, E-Sign, UDAAP/UDAP, FCRA, CAN-SPAM, FDCPA and TCPA
• 3+ years of increasing experience in bank regulatory programs and review of complaints and Reg E/Reg Z disputes
• Solid communication skills, both written and verbal, and the ability to succinctly identify and communicate key information
• Proven ability to build effective partnerships with stakeholders
• Strong consumer focus and understanding of UDAP/UDAAP preferred
• Strong analytical and deductive reasoning skills
• Ability to problem-solve, review and analyze data, locate its source, effectively assess risk, identify root causes of issues and identify operational deficiencies
• Team player, willing to pitch in and take on stretch goals, as part of a small but nimble compliance team
• Experience with the Google Suite toolset preferred
• Previous work in a FinTech or innovative financial institution preferred

#Associate
We recognize not everyone will have all of these requirements. If you meet most of the criteria above and you’re excited about the opportunity and willing to learn, we’d love to hear from you!
About VaroVaro launched in 2017 with the vision to bring the best of fintech into the regulated banking system. We’re a new kind of bank – all-digital, mission-driven, FDIC-insured, and designed around the modern American consumer. 
As the first consumer fintech to be granted a national bank charter in 2020, we make financial inclusion and opportunity for all a reality by empowering everyone with the products, insights, and support they need to get ahead. Through our core product offerings and suite of customer-first features, we aim to address a broad range of consumer needs while profitably serving underserved communities that have been historically excluded from the traditional financial system.
We are growing quickly in our hub locations of San Francisco, Salt Lake City, and Charlotte along with colleagues located across the country. We have been recognized among Fast Company’s Most Innovative Companies, Forbes’ Fintech 50, and earned the No. 7 spot on Inc. 5000’s list of fastest-growing companies across the country.
Varo. A bank for all of us.
Our Core Values- Customers First- Take Ownership- Respect- Stay Curious- Make it Better
Learn more about Varo by following us:Facebook - https://www.facebook.com/varomoneyInstagram - www.instagram.com/varobankLinkedIn - https://www.linkedin.com/company/varobankTwitter - https://twitter.com/varobankEngineering Blog -