Compliance Officer II - Complaints

ABOUT US

Coastal Community Bank is a little bit of banking and a little bit of tech-ing. The people at Coastal don't just help people with their banking; they help reshape how banking technology allows and serves EVERYONE. We think and work like entrepreneurs, always moving and constantly improving. We care about each other, are go-getters, work hard, and play hard. If you're someone who thrives on innovation, wants to help others succeed, knows how to think outside the box, and believes that we're all in this together -- you belong here.

WHAT YOU’LL DO AT COASTAL

The Compliance Officer, Complaints is responsible for helping oversee a robust and effective compliance complaints program at the Bank, collaborating across the three lines of defense to reinforce risk awareness and compliance culture framework that supports the identification, measurement, reporting, and management of Bank-wide Compliance related opportunities and risks. Key Responsibilities include reviewing and approving complaints responses, identifying the root causes of complaints, responding, and remediating appropriately, assisting team in development, and reporting trends to key stakeholders. 

HOW YOU’LL DO IT

• Respond to complaints (Regulatory Agency, Direct from Customers, etc.) accurately, thoroughly and timely. Identify potential regulatory risks while responding to complaints, formulate recommendations and escalate internally, as needed. Work directly with regulators to respond to complaints and resolve escalated regulatory complaint issues.
• Monitor complaint inbox for new complaints daily. Monitor all open complaints daily to ensure all complaints are responded to prior to their deadline.
• Open complaint cases utilizing a GRC tool for each new complaint, document the account and include all relevant information and documents. 
• Prepare trend and root cause analysis to identify potentially regulatory issues. Prepare reporting related to regulatory complaints including monthly, quarterly and ad hoc reporting.
• Develop internal processes, procedures, and job aids  
• Support analysts in complex matters providing coaching. 
• Assist on Compliance projects as assigned.  
• Assist with requests from outside regulators and internal audit. 
• Maintain proficient knowledge of the rules and regulations, including but not limited to, Regulation E, Truth in Savings Act, Unfair, Deceptive or Abusive Acts or Practices (UDAAP), FACTA, Reg Z-Truth in Lending, Reg B-Equal Credit Opportunity Act, Fair Credit Reporting Act.
• Builds and maintains strong relationships with key stakeholders and team members. 
• Provide internal service in accordance with Coastal Core Values.
• Because we are a rapidly changing organization, there will be other duties as assigned.

WHAT YOU'LL BRING 

• Ability to read, analyze and interpret governmental laws, regulations, and regulatory guidance.
• Strong investigative, problem-solving, and critical thinking skills and ability to provide workable recommendations and solutions.
• Ability to perform multiple tasks and priorities to meet deadlines.
• Ability to exercise independent judgement and perform complex analytical work independently.
• Strong verbal and written communication skills with ability to summarize issues, articulate complex concepts clearly, create reports effectively, and interact with variety of individuals within all levels of the department and the financial institution.
• Must possess initiative, be a self-starter, have exceptional organizational skills and a high attention to detail and accuracy.
• Solid knowledge with standard computer applications including Windows Office suite, e.g. Microsoft Word, Excel, PowerPoint, SharePoint.             

EDUCATION & EXPERIENCE 

• 5+ years of financial services compliance related experience in complaint management.  
• Proficient knowledge of financial services, deposit, privacy and lending compliance laws and regulations.

HOW YOU’LL THRIVE AT COASTAL

Be the Best – Communicate effectively, pay close attention to detail, and prioritize your personal development

Be Relentless – Thrive in a goal-oriented environment exercising both patience and persistence. Advocate for our customers and team members and strive to promote the Coastal Difference

Be Un-Bankey – Be a forward thinker with a creative mindset. Build long-lasting relationships promoting the Coastal Difference, built on a foundation of integrity, honesty, and trust

Embrace Gray Thinking – Use sound judgment while decision-making and problem-solving. Think outside the box.

Stay Flexible – Organize and strategize effectively while always being prepared to adapt on the fly. Seek efficiencies for Coastal to work smarter, not harder.

Take Care of Each Other – Understand what it means to be a true team player and have your teammate's back. Practice self-awareness, and build your emotional intelligence

BEING YOU AT COASTAL

Coastal is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We are also committed to compliance with all fair employment practices.

PHYSICAL DEMANDS

The physical demands described below are required to perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this job, the employee must:

• have the ability to sit for extended periods of time
• have the ability to stand for extended periods of time
• have the ability to perform repetitive finger, hand, and arm movement
• have the ability to use electronic office equipment such as a computer keyboard, mouse, ten key, telephone, etc. 
• view and read computer screen for extended periods
• occasionally stoop, kneel, crouch, or crawl
• occasionally lift or move up to 10 pounds

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.