Risk Analyst II - Complaints (Hybrid - Raleigh, NC)

First Citizens Bank•Raleigh, NC

9h•Hybrid

About The Position

The Risk Analyst II supports the organization’s compliance and risk management efforts by interpreting regulatory changes, assessing their applicability to business operations, evaluating compliance with regulatory requirements, and documenting plans to address gaps. The role investigates customer complaints, drafts complaint responses, ensures deadlines are met, and partners with Compliance and business stakeholders on regulatory concerns, agency inquiries, and remediation and implementation plans. This is a hybrid role, with work regularly taking place both inside and outside the office at 100 East Tryon Rd, Raleigh, NC 27603.

Requirements

Bachelor’s degree and 1 year of experience, or high school diploma/GED/equivalent and 5 years of experience in Risk Analytics or Analytics.

Nice To Haves

Strong understanding of regulatory compliance, risk management, complaint handling, and issue management practices.
Ability to interpret complex laws, statutes, regulations, and regulatory guidance and translate requirements into actionable business processes and controls.
Strong analytical, investigative, and problem-solving skills, including the ability to identify root causes and propose practical solutions.
Excellent written communication skills, including experience drafting customer-facing correspondence, executive summaries, and regulatory responses.
Experience working with Compliance and business stakeholders in a highly regulated environment.
Ability to manage multiple priorities, meet strict regulatory deadlines, and work effectively in a fast-paced environment.
Regulatory compliance skills.
Attention to detail.
Interpersonal skills.
Analytical reasoning.

Responsibilities

Analyze and interpret federal, state, and local laws, regulations, statutes, and regulatory guidance to assess potential impacts on business operations, policies, and procedures.
Evaluate departmental processes and controls for compliance with applicable regulatory requirements and identify potential risk or non-compliance.
Partner with business unit leaders and stakeholders to develop, implement, and monitor corrective action plans addressing compliance gaps and regulatory risk.
Review, investigate, and document customer complaints to identify regulatory, compliance, legal, operational, or reputational risks requiring escalation.
Use complaint management systems to categorize, track, and escalate complaints to Compliance according to established governance processes.
Research and perform root-cause analysis of customer allegations using account documentation, system records, policies, procedures, and applicable regulatory requirements.
Draft clear, accurate, and well-supported customer complaint responses consistent with regulatory standards, internal policies, and service-level agreements.
Monitor complaint resolution timelines and manage case inventories to meet regulatory and internal response deadlines.
Assist Compliance with agency complaints and other risk-related inquiries.
Identify emerging complaint trends, regulatory concerns, and control weaknesses; communicate findings and recommend process improvements.
Maintain detailed documentation supporting complaint investigations in accordance with record retention requirements.