Coastal The Complaint Compliance Analyst I at Coastal reviews and responds to customer and regulatory complaints to ensure regulatory compliance. The role involves managing complaint cases, drafting responses, and supporting regulatory audits.
Responsibilities
Draft and review responses to complex complaints from regulatory agencies and customers for Core Bank and CCBX fintech partners, ensuring compliance and identifying potential regulatory risks.
Log and maintain complaint cases utilizing a GRC tool for each complaint, document the account and include all relevant information and documents
Monitor all open complaints daily to ensure all complaints are responded to prior to their deadline.
Follow internal policies, procedures, and regulatory guidelines when handling complaints.
Escalate complex cases to senior compliance analysts or management for further evaluation.
Support regulatory requests and audits by compiling relevant documentation.
Maintain updated knowledge of consumer protection regulations, including but not limited to, Reg E, Truth in Savings Act, UDAAP, FACTA, Reg Z (Truth in Lending), Reg B (Equal Credit Opportunity Act), and the Fair Credit Reporting Act.
Qualification
Ability to manage multiple tasksEDUCATION/EXPERIENCEBachelor’s degreeProficient in Microsoft 365 toolsHOW YOU’LL THRIVE AT COASTALBe the Best – Communicate effectively
Required
Strong attention to detail with the ability to analyze complaint data and identify trends.
Effective written and verbal communication skills with ability to summarize issues, articulate complex concepts clearly, create reports effectively, and draft clear, compliant, and well-supported responses to individuals across our financial institution and beyond.
Ability to manage multiple tasks, prioritize workloads, and meet deadlines.
Willingness to learn and adapt in a regulatory-driven environment.
Strong collaboration skills to work with Compliance, Risk, and Customer Support teams.
EDUCATION/EXPERIENCE
Bachelor’s degree, OR an equivalent combination of education and relevant experience.
1+ years of relevant experience in compliance, customer complaints, regulatory risk, or banking operations, ideally with some previous experience in complaint management.
Proficient in Microsoft 365 tools, including Excel, SharePoint, Teams, and Word.
Familiarity with consumer financial protection laws is preferred.
HOW YOU’LL THRIVE AT COASTAL
Be the Best – Communicate effectively, pay close attention to detail, and prioritize your personal development.
