Manager Compliance II - Complaints Management (Remote)

The Manager of the Complaints Management program is to ensure regulatory requirements are met. This includes evaluating the current program to determine enhancements to then lead those changes. This role will require communication/engagement with various program/Compliance team members, reporting/analytics team, 1^st line Business stakeholders, system and application owners/vendors, etc.

This is a remote role that may be hired in several markets across the United States.

• Program Oversight - Manages a team of associates who analyze internal processes and systems for data gaps, discrepancies, or other regulatory compliance-related issues. Oversees the implementation of necessary changes to business processes, systems, or programs in accordance with external laws and regulations. Maintains a strong knowledge of applicable laws, rules, and standards in order to recommends amendments and corrective actions within business practices. Partners on the development of key performance metrics and reporting criteria within compliance programs.
• Risk Management - Directs deposit, lending, privacy, safety and soundness, complaint, records management, FL, HMDA, and CRA compliance program efforts to comply with the Bank's risk appetite and risk tolerances. Identifies and assesses compliance risks associated with organizational activities, including the development of new products, services, client relationships, and business practices. Oversees the monitoring, testing, and reporting of processes, data, and associate work for risk.
• Business Support - Fosters productive relationships and open communication with business units throughout the Bank to develop an appropriate compliance culture. Provides expert consultation to senior leadership and associate teams on compliance-related matters. Leads the identification and response and remediation efforts related to complaints and compliance risk events. Participates in business committees and other projects related to compliance, legal, and regulatory risk. Coordinates the enterprises compliance training curriculum and assignments for complaints.
• Managerial Functions - Establishes and monitors expectations to achieve company and department goals. Makes appropriate changes to program policies, procedures, and efficiencies in order to meet objectives. Manages the performance, training, and evaluation of assigned staff.

• Bachelor's Degree and 8 years of experience in Compliance, Legal, Audit, Regulatory Compliance Management, Banking or other related experience OR High School Diploma or GED and 12 years of experience in Compliance, Legal, Audit, Regulatory Compliance Management, Banking or other related experience

Preferred Qualifications

• Experience in managing Customer Complaint programs at large banking/financial institutions preferred.
• Ability to identify and report on complaint trends
• Detail oriented with ability to review data, processes, etc.
• Strong organizational, critical thinking / problem solving and communication (verbal, written and documentation) skills
• Strong working knowledge/familiarity with Visio / PPT /Excel / Word
• Ability to independently manage work and be comfortable with navigating ambiguity/change
• Strong interpersonal skills and able to collaborate effectively with various stakeholders/partners within Compliance, 1^st Line Business, Technology system/application owners, vendors, etc.
• Minimum of seven (7) years of risk management experience in banking/financial institutions, with a minimum of 5+ years of experience related to regulatory/compliance management process

This job posting is expected to remain active for 5 days from the initial posting date listed above. If it is necessary to extend this deadline, the posting will remain active as appropriate. Job postings may come down early due to business need or a high volume of applicants.

The base pay for this position is generally between $120,000 and $170,000. Actual starting base pay will be determined based on skills, experience, location, and other non-discriminatory factors permitted by law. For some roles, total compensation may also include variable incentives, bonuses, benefits, and/or other awards as outlined in the offer of employment.

First Citizens benefits programs are designed to meet our associates where they are in life. Full-time associates (20+ hours) are offered a comprehensive benefits program, with customized offerings, including those designed to support families, however defined. More information regarding our benefits offerings can be found here: https://jobs.firstcitizens.com/benefits