Sr. Customer & Regulatory Relations Compliance Manager

Early Warning® • Chicago, IL

2d • $129,000 - $161,000 • Hybrid

About The Position

The Senior Customer & Regulatory Relations Compliance Manager is responsible for managing the day-to-day operations of the Customer Relations process and serves as the primary point of contact for requests from auditors, examiners, and external parties, coordinating with key stakeholders across the organization. The role oversees, develops, and implements the customer relations program to ensure alignment with company policies and customer contracts.

Requirements

• Education and/or experience typically obtained through completion of a bachelor’s degree or equivalent work experience.
• Typically 12 or more years of related experience including experience actively participating in external audits (OCC, CFPB, PCI, SOC2, etc.) and engagement with the external auditors.
• Ability to establish and maintain productive relationships between various leaders, departments and partners across the organization and externally.
• Strong organizational skills, including ability to prioritize multiple simultaneous projects.
• Resourceful and able to leverage internal relationships to obtain quick engagement.
• Background and drug screen.

Nice To Haves

• Knowledge of key laws, regulations and guidance in the financial services industry typically gained through five or more years in a compliance or risk management role.
• Compliance certification (CCEP, CRCM) or related degree.

Responsibilities

• Acts as a team leader providing direction and support to the Customer Relations team, ensuring they have the necessary resources, guidance, and training to succeed.
• Effectively manages complex customer account escalations by thoroughly understanding company requirements and expectations, minimizing conflicts, and fostering positive, productive partnerships.
• Expands programs to support new products ensuring alignment with customer audit rights within their contracts; developing and implementing procedures to support program changes.
• Coordinates and responds to new and existing customer requests for onsite audits and/or exams, gathers, standardizes, and documents required materials across business lines with leadership approval.
• Manages logistical support for audits, including scheduling, sending out calendar invites, meeting room coordination, and resource availability.
• Manages and leads exams and customer audits and responses, including but not limited to questionnaires, inquiries and findings.
• Tracks deliverables to ensure timely and accurate completion; reviewing submitted materials for relevance and compliance and providing recommendations for improvement when necessary.
• Monitors exam and audit findings, follows up with stakeholders to ensure timely remediation and responds and serves as backup facilitator for regulatory exams and assessments.
• Reviews and analyzes historical exams and audit data to support preparation and oversight; ensuring current Annual Risk Report documentation is shared appropriately.
• Continuously identifies and implements efficiencies across the Compliance Regulatory Relations Program, including supporting the implementation of an exam management application workflow.
• Assists in comparing controls, policies, procedures, work instructions, and other documentation to audit requirements, regulations, and exam manuals; collaborates with appropriate teams to address self-identified issues and gaps.
• Provides support by reviewing updates to policies, procedures, and systems based on audit findings and regulatory requests; contributes to projects involving regulators, auditors, and the compliance department.
• Supports the company’s commitment to risk management and protecting the integrity and confidentiality of systems and data.

Benefits

• Healthcare Coverage – Competitive medical (PPO/HDHP), dental, and vision plans as well as company contributions to your Health Savings Account (HSA) or pre-tax savings through flexible spending accounts (FSA) for commuting, health & dependent care expenses.
• 401(k) Retirement Plan – Featuring a 100% Company Safe Harbor Match on your first 6% deferral immediately upon eligibility.
• Paid Time Off – Flexible Time Off for Exempt (salaried) employees, as well as generous PTO for Non-Exempt (hourly) employees, plus 11 paid company holidays and a paid volunteer day.
• 12 weeks of Paid Parental Leave
• Maven Family Planning – provides support through your Parenting journey including egg freezing, fertility, adoption, surrogacy, pregnancy, postpartum, early pediatrics, and returning to work.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 501-1,000 employees