Manager, Compliance - Complaints

OnPoint Credit Union•Portland, OR

About The Position

The Manager, Compliance – Complaints (“Manager”) supports OnPoint’s (“OnPoint” or “Credit Union”) efforts to comply with all federal and state laws and regulations as they relate to member complaints. The Manager will lead the Credit Union’s complaint management efforts, which are an integral part of OnPoint’s Compliance Management System. The Manager leads the Complaint team through the full life cycle of complaint investigations, related projects, and cross-departmental collaboration efforts. The Manager is responsible for comprehensive and accurate member and regulatory agency complaint responses, reviews of Complaint team members investigations, and written communications.

Requirements

Thorough knowledge of consumer financial protection laws and regulations affecting the Credit Union and the complaint management process.
A dedication to integrity, quality results, meeting deadlines, following laws and regulations, and a culture of compliance.
Demonstrated knowledge and experience with DNA or similar core operating system, and desktop software tools such as Excel, Access, and Word.
Significant level of diplomacy, professional ethics, and confidentiality.
Ability to create rapport, build trust, influence, and develop strong relationships with internal and external stakeholders.
The ability to communicate succinctly and effectively, both orally and in writing, with stakeholders at all levels of the organization and maintain confidentiality.
Ability to work effectively with various teams, exhibiting strong interpersonal skills.
Ability to work independently and function under limited supervision while exercising good judgment, speed, and accuracy.
Strong organizational, time management, and project management skills to oversee a wide range of compliance functions.
Demonstrated leadership and programmatic building skills and expertise.
Proven leadership skills, the ability to lead complaints officers.
Experience using Microsoft suite, PowerBI, or other programs to perform responsibilities and generate accurate and meaningful data and reporting.
Bachelor’s Degree in a discipline with an emphasis on research and written analysis, or related field or equivalent work experience required.
7 years of relevant experience in compliance, auditing, or related fields.
OR 10 years of applied operational and retail experience.
3+ years of leadership or management experience

Nice To Haves

Bilingual (Spanish) oral and business writing skills preferred.
Certified Regulatory Compliance Manager (CRCM) certification, Credit Union Compliance Expert (CUCE) designation or NAFCU Certified Compliance Officer (NCCO) designation preferred.

Responsibilities

Lead the effort to create a centralized complaint management system to ensure consistent and timely complaint investigation resolutions and collection of enterprise-wide data.
Lead, support, motivate, and provide coaching and development opportunities appropriate to the Complaint team needs.
Review and complete comprehensive investigations of member complaints by gathering and analyzing all relevant information, conducting interviews, reviewing applicable adherence to internal policies and procedures, and assessing potential regulatory implications.
Identify root causes and systemic issues through comprehensive complaint investigations and recommend process or procedural improvements to mitigate future risks.
Review and discuss root cause determinations made by complaint team members to approve investigation reports and responses.
Drive continuous improvement of complaint investigation processes and workflows, ensuring alignment with internal process, industry standards, and regulatory requirements.
Maintains effective communication with all department partners and leadership so all stakeholders are informed about complaint trends and concerns and are able to work together to mitigate risk exposure.
Coordinate with multiple departments (Retail, Contact Center, Marketing, Fraud, Deposit Operations, etc.) to obtain documentation, facilitate fact-finding, and ensure thorough complaint resolution.
Effectively challenges contradictory complaint investigation results with departmental senior leadership and complaint team members.
Provide Complaint Officers with guidance and training to enhance efficiency and productivity of the complaint investigation workflow, adherence to Credit Union procedures and policies, investigation best practices, and regulatory requirements to meet departmental objectives.
Prepare monthly and ad-hoc reports for senior leadership and the Board of Directors detailing complaint data needed to improve the Credit Unions products, services, and technology.
Deliver regular complaint team performance reporting and improvement plans.
Maintains current knowledge of all federal and applicable state laws and regulations, along with Credit Union policies and procedures.
Lead and participate in committees and teams as needed.
Supports Credit Union internal audit and examination processes.
Other duties as assigned by Compliance Department Leadership