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First United Bank · 1 month ago

Complaints Management Officer

Durant, OK

Full-time

Onsite

Mid, Senior Level

First United Bank is a respected financial institution known for its commitment to employee growth and community service. The Complaints Management Officer plays a crucial role in managing consumer compliance initiatives, conducting compliance testing, and preparing for regulatory examinations, all while ensuring adherence to consumer protection policies.

BankingFinancial ServicesInsuranceLending

Responsibilities

Supports the Fair Banking Officer by leading consumer complaints management efforts, working with business unit management, and coordinating research efforts

Leverages extensive interpersonal skills to work with key members of senior/executive management to coordinate research and response to high-visibility regulatory complaints

Ensures key stakeholders obtain complaint responses by the scheduled due dates and ensures successful complaint management duties of the Bank regarding regulatory complaints

Utilizes an interpretation of consumer protection policies, laws, and requirements affecting the enterprise and coordinates with senior and executive leadership to address regulatory complaints

Assists the Fair Banking Officer with constructing new decision-making frameworks regarding Fair Banking and Complaints Management as the consumer compliance regulatory environment evolves

Reviews UDAAP-related escalated complaint factors and works with operations and governance groups within the organization

Identifies complaint root causes and attaching supporting documentation

Monitors regulatory enforcements and industry news to stay informed of UDAAP issues and trends

Maintains consumer compliance policies and procedures consistent with Fair Banking Compliance Management Systems (FBCMS) Programs

Develops and updates consumer complaint training materials

Provide support of regulatory examinations regarding fair lending, UDAAP examinations and other applicable regulations as needed

Reviews documentation and files for consumer complaint analysis

Performs other duties as requested by Executive Management or Supervisor

Completes all required compliance exams on a yearly basis

Adherence to all First United Policies and Procedures

Dresses professionally

Recommends to supervisor possible methods to improve department

Reasoning skills require an understanding of bank consumer compliance, operational processes, and overlapping organizational responsibilities to construct complaint responses, often with no precedent to rely upon. Responses must be all-inclusive and address all aspects, requirements, and expectations put forth by the applicable regulatory authority

Supervisory or Managerial responsibilities

Qualification

Consumer compliance knowledgeRegulatory examination supportData analysisBusiness communication skillsTechnical proficiencyResults drivenHighly organizedCustomer service focusDecision makingWritten communicationVerbal communicationProject managementFlexibilityAdaptability

Required