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UNFCU · 12 hours ago

Senior Complaint Analyst

US-NY-Long Island City

Full-time

Hybrid

Senior Level

$90K/yr - $113K/yr

5+ years exp

UNFCU is a global not-for-profit financial institution that serves the UN community. The Senior Complaint Analyst will be responsible for managing the complaint management program, ensuring compliance with regulatory requirements, and providing guidance on complaint-related matters.

AccountingFinanceFinancial ExchangesFinancial ServicesMobile AppsPayments

Responsibilities

Serve as a key contributor to UNFCU’s complaint management program by ensuring adherence to regulatory requirements and internal policies

Monitor, analyze, and provide guidance on complaint-related matters, conduct complaint assessments, prepare reports, and follow up to ensure findings are addressed and validated

Regardless of seniority or role, uphold UNFCU’s mission, core values, and guiding principles by providing an exceptional service experience to colleagues and members alike through consistent demonstration of our service excellence behaviors

Interpret and stay current on relevant federal and state regulations affecting the credit union, including but not limited to consumer protection laws (e.g., Reg Z, Reg E), and fair lending practices

Review complaints to ensure compliance with various regulatory and legal requirements, identifying and addressing potential risks

Support day-to-day operations of the complaint management program

Receive, review, and evaluate complaints from various sources (phone, email, online, etc.) to determine their validity and risk

Conduct thorough investigations, which may involve interviewing business lines, reviewing documentation (e.g., interaction records), and collaborating with subject matter experts

Maintain detailed records of all communications, investigations, and resolutions. This also involves preparing reports and metrics for management reviews and internal/external audits

Ensure timely closure and resolution of complaints

Analyze complaint data to identify trends, potential product or service issues, and recommend improvements to products, services, or internal processes to prevent recurrence

Perform risk assessments to identify potential compliance risks across different departments, products, services and functions within the credit union

Stay informed of regulatory changes, new regulations and internal policy changes in order to further identify new key risk areas

Serve as a trusted advisor, providing guidance and support on compliance issues to staff across the organization

Act as a liaison during regulatory examinations, preparing documentation, responding to inquiries, and coordinating with examiners

Follow up on findings or recommendations from regulatory exams, implementing necessary changes to ensure ongoing compliance

Collaborate with various stakeholders, including legal, audit, and business units, to ensure compliance

Develop and maintain strong cross-functional relationships, coordinating with teams to accomplish shared objectives

Perform additional responsibilities as assigned

Ensure compliance with federal and state laws and regulations and UNFCU’s Code of Ethics & Business Conduct

Qualification

Regulatory complianceComplaint managementData analyticsCompliance management softwareAnalytical skillsMS Office proficiencyProblem-solving skillsCommunication skills

Required

Bachelor's degree, or equivalent experience with a focus on regulatory compliance

Minimum of 5 years of experience in compliance, audit, operations or a related field at a financial institution, including responsibility for complying with applicable rules and regulations (consumer protection laws and regulation and supervisory compliance examination procedures)

Experience working in a regulated industry

Excellent analytical and problem-solving skills

Proficient in MS Office

Knowledge of data analytics and reporting tools

Ability to analyze large datasets for compliance reviews