Senior Manager, Specialty Compliance and Ethics Consumer Financial Protection

Walmart • Bentonville, AR

293d • $90,000 - $180,000

About The Position

Join Walmart's Financial Services and Technology Compliance (“FSTC”) Consumer Protection and Anti-Fraud team as a Senior Manager responsible for the oversight of consumer complaint resolution and consumer protection training activities outlined within Walmart's Consumer Financial Protection (“CFP”) Program. As a key team member, you will provide guidance and have primary responsibility for key CFP and Unfair, Deceptive, or Abusive Acts and Practices (UDAAP) compliance activities that support consumer complaint resolution, associate CFP training and compliance with applicable CFP policy, law and regulation across Walmart's suite of financial products and services. This is a unique opportunity to support CFP and UDAAP compliance for the world's largest retailer as it continues to expand its financial services offerings around the globe. If you're passionate about financial services compliance, protecting consumers and helping to make their lives better, we want to hear from you!

Requirements

• Bachelor's degree in Business, Human Resources, or related field and 4 years' experience in compliance, ethics, legal, project management, or related area OR 6 years' experience in compliance, ethics, legal, project management, or related area.
• 2 years' supervisory experience.
• 3 years' experience using intermediate functionality of Microsoft Office.
• Consumer complaint resolution subject matter expertise that includes experience with CFP, Dodd Frank legislation and laws such as the ECOA/Reg B, EFTA/Reg E, FCRA/Reg V, and TILA/Reg Z.
• Extensive experience working with a broad array of financial products and services including prepaid access and lending products.
• Self-motivated, customer-centric, and strategic-minded professional accustomed to working with cross-functional stakeholders in fast-paced environments.
• Familiar with the essential elements of a corporate compliance program and are obsessed with continuous program improvement.
• Substantial experience supporting the operationalization of consumer complaint resolution process, procedure and controls.
• Strong communication skills to effectively interact with and influence stakeholders.
• Experience working in cross-functional teams within a matrix environment.

Nice To Haves

• Masters: Business Administration.
• Project Management - Project Management Professional - Certification.

Responsibilities

• Serve as a subject matter expert (“SME”) and oversee consumer financial protection compliance activities that support complaint and error resolution policy and procedures for financial products and services offered through Walmart.
• Support first line controls and perform applicable second line of defense process and procedures to effectively manage and mitigate compliance risks related to consumer financial protection.
• Monitor and analyze consumer complaints, response and resolution activity to identify risks of potential consumer harm, program deficiencies, and customer service issues.
• Support the development, communication and delivery of consumer financial protection training for business and stakeholder teams involved in the development, delivery, and customer service associated with the financial products and services offered through Walmart.
• Perform and communicate reporting of key metrics and provide analysis of the responsiveness and effectiveness of consumer complaint resolution, trends and key risk indicators that represent challenges and potential areas of concern.
• Engage in program assessments and periodic reviews, identifying root causes for gaps with customer service, and partnering with stakeholders to mitigate risk and assist with potential remediation.
• Partner with other areas of the FSTC organization and the business to assess inherent and residual risks introduced with new products, services or program changes, and identify and ensure consumer complaint resolution obligations for initiatives are established and put in place.
• Perform program analysis in response to consumer complaint resolution compliance inquiries and support the business on compliance with new and amended laws and regulations.

Benefits

• 401(k) match
• stock purchase plan
• paid maternity and parental leave
• PTO
• multiple health plans
• incentive awards for performance
• company-paid life insurance
• short-term and long-term disability
• company discounts
• Military Leave Pay
• adoption and surrogacy expense reimbursement
• Live Better U education benefit program

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: General Merchandise Retailers
• Education Level: Bachelor's degree