Compliance Analyst - Complaint Management Oversight - Flagstar Bank

Position Title

Compliance Analyst - Complaint Management Oversight

Location

NYCB Plaza -102 (Hicksville, NY)

Job Summary

Regulatory Compliance has many responsibilities related to managing the bank’s risk to ensure adherence with compliance requirements. One of the main responsibilities is to provide continued leadership and implementation of an enterprise-wide compliance culture by supporting and enforcing the Bank’s established Compliance Management Program to ensure compliance with all applicable State and Federal laws, rules and regulations, along with other requirements the bank may from time to time be required to comply with.

The Complaint Management Oversight Compliance Analyst will assist the complaint management oversight team within Regulatory Compliance. The complaint management oversight team provides second line of defense of oversight of the enterprise complaint management program. This position will serve a vital role in the Flagstar Regulatory Compliance Department and will be an integral part of the company’s overall risk strategy.

Pay Range: $55,671.68 - $72,373.18 - $89,074.69

Pay Range: Local Minimum Wage - $0.00 - $0.00

Job Responsibilities:

• Assist in creating and maintaining Regulatory Compliance Complaint Management Oversight Reporting and Governance Documentation
  • Assist in reviewing and analyzing customer complaint data
  • Prepare detailed reports analyzing customer complaint data to show trends and volume
  • Prepare executive summaries and other detailed reports for 1st line of defense, committees, and other internal team members
  • Assist in updating and maintaining department policies, procedures, training and job aids for complaint management oversight

• Manage Production and Maintenance of Committee Materials. 
  • Manage the scheduling, agenda, meeting minutes, materials and distribution for complaint management oversight governance meetings.
  • Manage production of materials for other committee meetings
  • Coordinate preparation of materials for regulatory agencies, internal audit, and other requests

• Maintain Regulatory Compliance Technology Standards for Complaint Reviews
  • Onboard new compliance team members responsible for reviewing complaints.
  • Work with 1st line of defense teams to ensure regulatory compliance team members have appropriate system access for reviewing complaints.
  • Work with 1st line of defense and IT for any updates to compliance oversight program requirements related to complaint reviews.

• Perform other duties and special projects as assigned.
• Complete all required training and help ensure team completes training.
• Share with team and maintain knowledge of and adhere to, Flagstar’s internal compliance policies and procedures.
• Provide timely, regular and effective reporting to the Compliance department, management and others, as appropriate regarding compliance matters.

ADDITIONAL ACCOUNTABILITIES

• Uses independent judgement and discretion to make decisions.
• Analyzes and resolves problems pertaining to complaint management oversight reporting.
• Able to handle multiple priorities and tasks efficiently.
• Consistently adheres to regulatory and compliance policies and standards linked to the job as listed and complete required compliance trainings.  Accountable to maintain compliance with applicable federal, state and local laws and regulations.

JOB REQUIREMENTS

Required Qualifications:

• Education level required: Undergraduate Degree (4 years or equivalent) or comparable work experience.
• Minimum experience required: 3+ Years regulatory compliance experience specifically in a financial institution.

Preferred Qualifications:

• Certified Regulatory Compliance Manager (CRCM), Certified Risk Professional (CRP) and/or Certified Internal Auditor (CIA) desirable.

Job Competencies:

• Excellent communication skills required; including reports, presentations, group facilitation skills, ability to develop and maintain professional relationships and networking skills.
• Proven ability to partner effectively across all levels of the organization and develop positive working relationships.
• Experience using Salesforce and salesforce reporting options.
• Experience managing data and excel spreadsheets and creating meaningful reporting.
• Able to manage and execute multiple complex projects within required timelines and expectations required.
• Demonstrated conceptual thinking and analytical skills.
• Ability to work independently in continuously changing environment.
• Inquisitive nature, resourceful, and ability to seek out information and develop sound conclusions and strategies.
• Physical demands (ADA): No unusual physical exertion is involved.