Complaint Management & Consumer Protection Compliance Analyst

About Patelco Credit Union

Patelco Credit Union is a not-for-profit credit union with a purpose to build financial health and wellbeing for our members. Since 1936, Patelco has grown from $500 in assets to over $9 billion in assets and is the 7th largest credit union in California with branches throughout Northern California.

 

We are here for our members throughout all their stages of life. Meeting them with the products and services to help them plan purposefully for their futures and to secure our life-long partnership as their trusted financial advocate. As one team, we are all committed to delivering service, empowering financial literacy, creating products, and providing new technology for our members.

 

We believe that work should be rewarding, challenging, and enjoyable. We’re dedicated to creating a positive and supportive culture where our team members can thrive. If you’re looking to use your skills and knowledge to make a difference in our members’ lives, Patelco could be the perfect fit for you.

Overview

The Complaint Management & Consumer Protection Compliance Analyst is responsible for helping to ensure daily adherence to the compliance program and proactively rotates through business groups to conduct daily business line QC activities through monitoring and testing. The Compliance Analyst assists in conducting research for regulatory guidance to business units and assisting in determining root causes of issues associated with monitoring and testing findings. This position works closely with internal and external legal counsel and assists auditors during regular audits. The Compliance Analyst assists in reviewing audit results and incorporating audit findings into improving monitoring and testing procedures. 

Responsibilities

• Responsible for review of member and consumer complaints to identify potential regulatory violations and UDAAP risks, investigate to determine root cause, and develop a remediation plan for the business. Track complaints and develop reports for the board identifying trends and risks to credit union.
• Review marketing assets (emails, social media posts, offers, print brochures) for accuracy, verifying required disclosures, disclaimers, risk warnings, or terms and conditions are present, legible, and clear for he consumer to understand. Ensure marketing assets meet regulatory requirements and that the tone does not expose the credit union to legal liability or false advertising claims.
• Review proposed changes or new products, services, or features to identify potential compliance risks or concerns, assuring appropriate remediation, and the impact of changes to existing compliance policies and procedures.
• Support strategic priorities, including, but not limited to, risk assessments, regulatory change management, compliance monitoring and testing, training, and issues management
• Coordinate with other compliance analysts and leaders to assess enterprise compliance risks and control effectiveness
• Understand and comply with all applicable federal and state laws and banking regulations (including those related to OFAC and Bank Secrecy Act / Anti-Money Laundering compliance) and Patelco Credit Union's policies and procedures. 
• Perform other duties that may be required and assigned by the supervisor.

Qualifications

• 3-5 years of experience in compliance roles, preferably within financial services, credit union and/or banking;
• Strong knowledge of federal and state financial regulations, particularly those related to consumer protection and financial products, including but not limited to: UDAP/UDAAP, Reg E/EFTA, Reg B/ECOA, Reg TISA/Reg DD, Reg Z/TILA/CARD Act.
• Strong research and analytical skills, with a continuous improvement mindset and the ability to identify and implement process enhancements.
• Demonstrated initiative and ability to work independently while balancing multiple priorities in a fast-paced, high-growth environment.
• Clear, concise, and persuasive written and verbal communication;
• Strong orientation to deadline and detail;
• Strong project management, critical thinking, and analytical skills;
• Industry certification (e.g. CRCM) is a plus.
• This position is based out of the Dublin HQ office.  
• Hybrid work arrangements may be possible.
• Prolonged periods of sitting at a desk and working on a computer may be required.

Target Base Pay

$37.74/hr

Compensation at Patelco

Please note that the salary information is a general guideline only. Patelco Credit Union considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education/training, key skills, internal peer equity, as well as market and business considerations when extending an offer. We offer a competitive total rewards package including a Short-Term Incentive (STI) program for all regular positions and a wide range of medical, dental, vision, financial, and other benefits.

We Offer

Physical Health:

• Exceptional Medical, Dental, Vision, and Life Insurance benefits
• Onsite fitness center at HQ and rewards for completing wellness related activities 

Financial Health:

• Competitive compensation packages with bonus opportunity
• 401(k) with 3% Safe Harbor and 5% employer match
• Discounts on loan products
• Tuition reimbursement

Emotional Health:

• Employee Assistance Program (EAP)
• PTO for part-time and full-time positions
• Paid holidays

Personal Development:

• On-the-job training and skills development
• Internal transfer opportunities for career growth
• Volunteer work

Flexible work arrangements available for specific positions

 

Patelco Credit Union is an Equal Opportunity Employer including individuals with disabilities and protected veterans

 

IND123

• 3-5 years of experience in compliance roles, preferably within financial services, credit union and/or banking;
• Strong knowledge of federal and state financial regulations, particularly those related to consumer protection and financial products, including but not limited to: UDAP/UDAAP, Reg E/EFTA, Reg B/ECOA, Reg TISA/Reg DD, Reg Z/TILA/CARD Act.
• Strong research and analytical skills, with a continuous improvement mindset and the ability to identify and implement process enhancements.
• Demonstrated initiative and ability to work independently while balancing multiple priorities in a fast-paced, high-growth environment.
• Clear, concise, and persuasive written and verbal communication;
• Strong orientation to deadline and detail;
• Strong project management, critical thinking, and analytical skills;
• Industry certification (e.g. CRCM) is a plus.
• This position is based out of the Dublin HQ office.  
• Hybrid work arrangements may be possible.
• Prolonged periods of sitting at a desk and working on a computer may be required.

• Responsible for review of member and consumer complaints to identify potential regulatory violations and UDAAP risks, investigate to determine root cause, and develop a remediation plan for the business. Track complaints and develop reports for the board identifying trends and risks to credit union.
• Review marketing assets (emails, social media posts, offers, print brochures) for accuracy, verifying required disclosures, disclaimers, risk warnings, or terms and conditions are present, legible, and clear for he consumer to understand. Ensure marketing assets meet regulatory requirements and that the tone does not expose the credit union to legal liability or false advertising claims.
• Review proposed changes or new products, services, or features to identify potential compliance risks or concerns, assuring appropriate remediation, and the impact of changes to existing compliance policies and procedures.
• Support strategic priorities, including, but not limited to, risk assessments, regulatory change management, compliance monitoring and testing, training, and issues management
• Coordinate with other compliance analysts and leaders to assess enterprise compliance risks and control effectiveness
• Understand and comply with all applicable federal and state laws and banking regulations (including those related to OFAC and Bank Secrecy Act / Anti-Money Laundering compliance) and Patelco Credit Union's policies and procedures. 
• Perform other duties that may be required and assigned by the supervisor.