Consumer Banking Governance Analyst

Texas Capital Bank•Austin, TX

About The Position

Texas Capital is built to help businesses and their leaders. Our depth of knowledge and expertise allows us to bring the best of the big firms at a scale that works for our clients, with highly experienced bankers who truly invest in people’s success — today and tomorrow. While we are rooted in core financial products, we are differentiated by our approach. Our bankers are seasoned financial experts who possess deep experience across a multitude of industries. Equally important, they bring commitment — investing the time and resources to understand our clients’ immediate needs, identify market opportunities and meet long-term objectives . At Texas Capital, we do more than build business success. We build long-lasting relationships. Texas Capital provides a variety of benefits to colleagues, including health insurance coverage, wellness program, fertility and family building aids, life and disability insurance, retirement savings plans with a generous 401K match, paid leave programs, paid holidays, and paid time off (PTO). Headquartered in Dallas with offices in Austin, Fort Worth, Houston, Richardson, Plano and San Antonio, Texas Capital was recently named Best Regional Bank in 2024 by Bankrate and was named to The Dallas Morning News ’ Dallas-Fort Worth metroplex Top Workplaces 2023 and GoBankingRate’s 2023 list of Best Regional Banks. For more information about joining our team, please visit us at www.texascapitalbank.com . The Consumer Banking Governance Analyst plays a critical role in supporting the effective management of operational and compliance-related issues across the Consumer & Retail Banking and Sales Enablement business lines. This position is responsible for the end-to-end oversight of issue identification, documentation, tracking, and resolution, ensuring alignment with regulatory requirements, internal policies, and the firm’s enterprise risk management framework. Additional responsibilities include monitoring and reporting on customer complaints, managing the business lines’ Business Continuity Plans, and providing actionable insights to drive continuous improvement in GRC practices. The ideal candidate will possess strong analytical, communication, and problem-solving skills, along with a deep understanding of consumer banking operations and demonstrated experience in issue lifecycle management.

Requirements

Bachelor’s degree required; Focus in Business, Finance, Risk Management, or a related discipline preferred.
Minimum of 5 years of experience in issue management, risk management, compliance, or internal audit within the banking or financial services industry.
Understanding of regulatory requirements applicable to consumer banking and financial services.
Hands-on experience with issue lifecycle management and Governance, Risk, and Compliance (GRC) platforms.
Exceptional analytical, organizational, and communication skills.
Proven ability to influence and collaborate effectively across a large, matrixed organization.
Proficiency in Microsoft Office Suite, including PowerPoint, Word, and Excel.
Strong time management skills with the ability to work independently and manage multiple priorities.
Excellent written and verbal communication skills.

Nice To Haves

Demonstrated ability to proactively identify problems and develop strategic, actionable solutions within a financial institution or similar environment.
Experience contributing to large-scale change initiatives or complex enterprise-wide projects.
Ability to thrive in a dynamic, fast-paced environment and manage multiple high-priority tasks simultaneously.
Familiarity with control functions, legal and audit processes, and regulatory expectations.
Outstanding organizational and facilitation skills.
Strong attention to detail with the ability to assess risk interdependencies and integration points.
Skilled in building consensus and resolving challenges through collaboration with key stakeholders.
Business Acumen : Deep understanding of consumer banking operations and the regulatory landscape surrounding financial services.
Autonomy & Adaptability : Ability to work independently, adapt to shifting priorities, and drive change in a results-oriented environment.
Decision-Making & Judgment : Capable of making sound decisions with moderate supervision, using informed judgment and risk awareness.
Communication & Influence : Excellent presentation and communication skills, with the ability to convey complex information clearly and influence senior business leaders.
Problem Solving & Analytical Thinking : Strong critical thinking and analytical skills; able to synthesize large volumes of data into meaningful insights. Skilled in root cause analysis and identifying control gaps. Ability to develop timely, sustainable solutions and analyze metrics for emerging risks.
Implementation & Change Management : Experience drafting action plans and procedures. Familiarity with change management principles and execution.
Collaboration & Networking : Strong interpersonal skills with a proven ability to build relationships and collaborate across teams and functions.

Responsibilities

Issue Management Lead the end-to-end process for issue identification, documentation, root cause analysis, remediation planning, and resolution tracking within the Consumer & Retail Banking and Sales Enablement lines of business.
Ensure all issue management activities align with the firm’s enterprise risk governance frameworks and regulatory expectations.
Prepare and deliver issue-related reporting and presentations to business stakeholders and senior leadership.
Collaborate cross-functionally with Compliance, Risk Management, Legal, Audit, and Control Office teams to drive timely and effective resolution of issues.
Serve as the subject matter expert and primary point of contact for issue management within the lines of business.
Maintain comprehensive records of issues and resolutions within the firm’s Governance, Risk, and Compliance (GRC) platform.
Complaint Monitoring and Reporting Monitor and analyze consumer complaints to identify trends, recurring issues, and potential root causes.
Develop and present complaint reporting to stakeholders, highlighting actionable insights and opportunities for process improvement.
Escalate consumer complaints to subject matter experts to ensure appropriate and timely resolutions.
Coordinate timely responses to consumer complaints submitted through regulatory agencies.
Participate in initiatives aimed at enhancing complaint handling processes, tools, and customer experience.
Serve as a subject matter expert and the primary point of contact for consumer complaints.
Business Continuity Plan Management Facilitate the annual refresh and validation activities of Business Continuity Plans (BCPs) across applicable business lines.
Partner with the Business Continuity Team and line of business stakeholders to ensure BCPs reflect current operations and recovery strategies.
Coordinate and support business impact analyses (BIAs) and risk assessments to inform continuity planning.
Ensure BCPs are documented and maintained in accordance with internal policy standards.
Track and report on BCP status, gaps, and remediation efforts to management and governance committees.