Compliance Manager, Complaints & Fintech Oversight

Role Summary

The Compliance Manager will be responsible for the administrative management of agency complaints across the organization's fintech programs, including intake, tracking, routing, and timely resolution in accordance with regulatory requirements. This role ensures complaints are properly logged, assigned to the appropriate Subject Matter Expert, and responded to within required deadlines, while maintaining accurate records, correspondence, and system administration throughout the process. The Compliance Manager will also oversee the day-to-day fintech relationship management function, working closely with Compliance Leadership, Program Management, Fintechs, and other stakeholders to ensure consistent, well-documented, and timely handling of all agency complaints.

Key Responsibilities

Complaints Management

• Receive, log, and triage complaints submitted by multiple regulatory bodies and agencies and route complaints promptly to the appropriate Subject Matter Expert (SME) for investigation and drafting of substantive responses.
• Track regulatory complaint deadlines, coordinate with SMEs and stakeholders to ensure all responses are submitted to regulatory bodies and consumers within required timeframes.
• Collaborate with Compliance Leadership, Program Management, Fintechs, and other stakeholders as needed to manage the day-to-day handling of agency complaints.
• Draft, maintain, and periodically update complaint-handling policies, procedures, and complaint response templates to reflect regulatory expectations and operational best practices.
• Serve as system administrator for the complaints management platform, including regular communication with the vendor regarding reporting capabilities, system enhancements, and issue resolution.

Fintech Solutions Compliance Management

• Development, Implementation, & Administration: Oversee all aspects of the Fintech program's Compliance Management System ("CMS") in accordance with the Bank's own CMS requirements.
• Exams & Audits: Coordinate and assist in the administration of independent, state, and federal examinations, reviews, and audits.
• Monitoring: Perform regular monitoring activities including complaint management, issues management, early warning system, fair lending reviews, FCRA dispute oversight, red flags monitoring, marketing reviews, and others as assigned.
• Communication & Presentation: Communicate complex information to employees, management, fintech programs, and regulators. Present training materials, recommendations, and initiatives, as requested.
• Reporting & Responding: Prepare and compile reports as scheduled or upon request from the VP of SP Compliance.
• Recommendations & Guidance: Advise and provide guidance to the management team, SPs, and other stakeholders.
• Projects & Other Job Duties: Ad hoc projects and other job duties, as assigned.
• Due Diligence: Execute due diligence activities as assigned. This may include due diligence with new products, SPs, or modifications of existing programs.

Required Qualifications

• Familiarity with regulatory bodies such as the FDIC, UDFI, state Attorneys General, state banking regulators, and/or other agency complaint channels.
• Strong organizational and project management skills, with demonstrated ability to manage multiple deadlines simultaneously.
• Excellent written communication skills, with experience drafting formal regulatory or consumer-facing correspondence.
• Strong cross-functional communication skills, with experience coordinating across legal, compliance, operations, and external programs.
• Possess a strong knowledge of laws, regulations, supervisory guidance, and industry best practices applicable to the SP program. Including but not limited to UDAAP, UDAP, ECOA, EFTA, FDCPA, GLBA, FCRA, TILA, MLA, and SCRA.
• Risk Assessment: Must have experience in the risk assessment process. This includes formal and informal risk assessments. Must be able to translate risk assessment results into actionable and relevant monitoring activities.
• Three plus years of experience managing fintech programs

Preferred Qualifications

• Experience managing or administering a complaint tracking/management system, including vendor relationship management
• Direct experience working with or managing fintech programs
• Prior experience reporting complaint trends or metrics to senior leadership or regulators
• Certified Regulatory Compliance Manager ("CRCM") Certification
• Bachelor's degree or equivalent experience

Key Competencies

• Meticulous attention to detail and accuracy
• Strong deadline and workflow management under regulatory time constraints and internal SLAs
• Effective vendor and stakeholder relationship management
• Clear, professional regulatory writing ability
• Ability to confidently make recommendations in a way that is consistent, explainable, and actionable.