Compliance Analyst/Manager, Issue Management

Cardless•San Francisco, CA

6d•$120,000 - $160,000•Onsite

About The Position

We are seeking a compliance professional to manage the end-to-end issue management process for our card programs. This includes overseeing the inventory of compliance issues, corrective action plans, consumer remediation, and reporting to bank partners. The role is responsible for ensuring issues are truly resolved, validated with evidence, and documented for regulatory scrutiny. As a program manager partnering with FDIC- and OCC-regulated issuing banks, the compliance team operates within a bank partnership model, requiring satisfaction of the company, a brand partner, and the issuing bank with its own regulatory oversight. Understanding this program manager structure is crucial for success. This is a hands-on, individual-contributor role, with the title and offer (analyst or manager) dependent on the candidate's experience and capabilities. The company values critical thinking and problem-solving skills over years of experience. Currently, this function is handled by the Compliance Officer alongside other duties, but a bank partner has requested a dedicated individual for this critical function. Prior banking experience is not required, as regulations will be taught; the focus is on the instinct to critically analyze data and identify discrepancies. The successful candidate will inherit a live issue log across multiple bank partners, with issues in various stages of resolution and remediation populations ranging from a few accounts to thousands. The role requires rebuilding poorly documented issues into a defensible state and maintaining a clear understanding of open items, ownership, and resolution status.

Requirements

Critical thinking and the ability to demonstrate work, including identifying what happened with incomplete information, stating confidence levels, and defending conclusions.
Proven ability to take a problem from identification through to verified resolution, ensuring fixes are durable.
Experience working with AI tools, understanding their reliability, and verifying their output.
Comfort with data analysis, including assessing data validity and identifying contradictions.
Clear and precise writing skills for corrective action plans, issue narratives, remediation summaries, and reporting.
Willingness to learn relevant regulations (e.g., Regulation Z, E, B, UDAAP, FCRA).
Strong organizational skills to manage numerous open items with deadlines.
Self-directed with the ability to identify and address issues without direct supervision.
Any background is welcome, provided there is evidence of critical thinking and completion of tasks.

Nice To Haves

Ability to write SQL queries to pull and check data populations.
Experience building custom tooling, scripts, automations, or dashboards.
Experience in consumer finance, credit cards, payments, lending, disputes, rewards, or servicing operations.
Experience owning compliance issues, corrective action, remediation, internal audit, compliance testing, or restitution programs.
Experience supporting regulatory examinations or external audits, including evidence assembly and responding to requests.
Experience building or maturing a program rather than inheriting an established one.
CRCM or other consumer compliance certification.

Responsibilities

Own the issue inventory: intake, classification, root cause, target dates, status, and closure across all card programs and bank partners.
Log newly identified issues with critical details: what broke, relevant regulations, start date, consumer harm cessation date, and affected customer count.
Reconcile the issue log with each bank partner's register to ensure consistency.
Maintain a detailed, dated chronology for each issue, capturing events, knowledge, and committee involvement.
Honestly reassess aged issues and negotiate realistic remediation timelines.
Drive corrective action to validated closure: write corrective action plans detailing the defect, fix, owner, target date, and evidence of success.
Establish and document the date consumer harm stopped for each issue and implement interim controls for long-term fixes.
Collaborate with Engineering, Product, and Operations to fix underlying defects, distinguishing durable fixes from temporary patches.
Test fixes to ensure remediation is effective before closing an issue.
Escalate in writing when remediation dates are at risk or when previously closed issues resurface.
Scope and manage consumer remediation: determine impacted populations, design remediation delivery, and address hard-to-reach customers.
Verify that all customers received the correct remediation amount and build the audit trail.
Partner with Finance and Operations on payment execution and reconciliation.
Produce monthly issue logs for each bank partner by a fixed deadline.
Adhere to and adapt to each bank partner's issue management guidance.
Respond to bank partner and examination requests regarding open issues, remediation status, populations, and evidence.
Prepare issue management reporting for the Compliance Committee and the Board.
Improve issue management tooling and workflow, including automation, to enable scaling.
Transform recurring issue patterns into preventive controls and monitoring.
Maintain organized, complete, and examination-ready issue records at all times.
Provide coverage for other compliance functions as needed.