Senior Complaint Risk Analyst

Mountain America Credit Union-posted 8 months ago
Full-time • Mid Level
Idaho Falls, ID
Credit Intermediation and Related Activities
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As part of the credit union's risk management infrastructure and second line of defense, the Senior Complaint Risk Analyst assists in the overall implementation of the credit union's Complaint Management Program, aids in the implementation of complaint management processes, and performs complex investigations and root-cause analysis of complaints to ensure the credit union maintains a strong CMS that is effective at managing compliance risk and preventing violations or enabling early detection of potential violations of regulatory requirements and internal policy.

  • Maintains expert level knowledge of the Complaint Management Program and applicable processes and procedures.
  • Acts as the primary resource to appropriately investigate, categorize, track and ensure resolution for all member and non-member complaints.
  • Coordinates investigation activities and develops corrective and preventive action plans with applicable business units.
  • Performs root cause analysis, issue management or similar activities of continuous enhancement of processes, controls and strategic solutions.
  • Stays informed of any changes in laws, regulations and best practices that affect the credit union's management, operations and products and services.
  • Coordinates with GRC teams to ensure the complaint management process is handled in accordance with the credit union's internal governance as well as federal consumer protection laws and regulations.
  • Coordinates the review for possible violations of federal consumer financial laws and assessment of enterprise and reputational risks associated with high-level complaints.
  • Knowledge of complaint metrics, data and reports. Assist in providing trend reports to management.
  • Completes written response to complaints filed with federal and state agencies, and as applicable, for complaints which originated through other channels.
  • Utilize automated work products and other department and credit union systems in a proficient manner.
  • Utilize judgment and responsibility in fulfilling department functions using the credit union policies and the hierarchy of decision making.
  • Execute assigned functions including planning, reporting, and finalization; execute work in conformance with department standards, budgets and deadlines.
  • Comply with all regulations as required by law, including but not limited to BSA, OFAC, FACT Act, GLBA, Regulation CC (funds availability), Regulation DD (TISA), Regulation E, UDAAP and other regulations as required by law as it relates to his/her position.
  • Perform other duties as assigned.
  • Minimum 3 years' research and/or compliance experience.
  • Bachelor's degree in business finance or additional 5 years combined experience in a financial setting.
  • Advanced skills with Microsoft Office Suite including Outlook, Word, PowerPoint, and Excel.
  • Experience with analytical and reporting software preferred.
  • Experience with Symitar, Archer or another financial institutions software.
  • Demonstrated ability to clearly express ideas, methodology, results and recommendations verbally, in writing and through insightful reports and graphic illustrations.
  • Demonstrated ability to document outcomes and present information in a manner appropriate for key stakeholders and all levels of the organization.
  • Ability to work both autonomously and collaboratively in a fast-paced environment.
  • Self-starter with strong organizing and time management skills and the ability to work productively and efficiently in a fast-paced environment with multiple projects and timelines.
  • Adaptive to change, responds positively to altered circumstances or conditions.
  • Possess a desire and willingness to learn and continually update knowledge base on financial concepts, strategies, systems etc.
  • Take initiative to be a problem solver and provide suggestions to improve processes and efficiencies.
  • Excellent inter-personal skills including the ability to lead and collaborate with ad-hoc teams.
  • Data analytics and data validation skills and proficiency in business data analysis (MS Excel, etc.).
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