Compliance Analyst - Voice of the Customer

About The Role

As a next generation financial services company, Beyond Finance helps consumers save money, get control of their finances, and borrow responsibly.  Beyond’s Compliance Department supports these objectives by monitoring for compliance with applicable state and federal laws. As a Compliance Analyst, you are a key player in our team’s mission to provide actionable intelligence to business stakeholders so that together we can (1) support consumers' understanding of our products and services, and (2) achieve strategic business priorities, within the highly regulated consumer finance industry. In this role, you will support our Complaint Management program, advocate for consumers that express difficulties with our products and services, and report on trends and insights.

Key Responsibilities:

At a high level, this Compliance Analyst role at Beyond brings the voice of our customer to business stakeholders, breaks down the complaint, investigates the account to uncover the facts, determines the root cause, and proposes solutions to both repair the customer relationship today and avoid this issue in the future.  On a day-to-day basis, this involves:

• Developing strong working knowledge of the customer experience with our products and services, as well as the business processes that support each; 
• Monitoring first line consumer feedback, helping the first line identify and issue-spot complaints, supporting “first contact resolution” tools, and acting as a resource for the first line when complex issues and/or issues with regulatory implications arise;
• Analyzing escalated complaints from regulatory or governmental agencies, the BBB, or industry groups, investigating the facts, documenting the root cause, identifying systemic or procedural issues, and reporting up cases of consumer harm, recurring trends, or systemic or procedural issues;
• Drafting a timely response that provides sufficient detail, in plain language, addressing each concern, extending practical offers to help, and repairing the customer relationship with empathy, and in cases of consumer harm, at the appropriate cost to the company;
• Providing monthly “deep dives” into escalated complaints for senior management by communicating succinctly and with deep knowledge of the applicable business processes and unique facts of each matter, while offering insights and solutions to prevent customer harm, avoid recurring complaints on this issue and fostering a better customer experience in the future;
• Reporting quarterly on trends with ACTIONABLE intelligence to reduce the risk of future complaints.while offering insights and solutions to prevent customer harm, avoid recurring complaints on this issue and fostering a better customer experience in the future;

• Working collaboratively with compliance team members to develop monitoring tools for identification, remediation and avoidance of future complaints; and

• Performing additional compliance analyst responsibilities as needed.

What We Look For:

• Excellent consumer advocacy and customer service skills
• Superior writing and oral communication skills are required
• Strong analytical and problem-solving skills
• A collaborative team player capable of working cross-functionally to investigate and remediate the areas of concern
• Ability to appropriately handle sensitive and confidential information
• Demonstrated initiative, self-motivation, and the ability to balance competing priorities while still meeting response deadlines
• Results-oriented and creative, capable of thinking outside the box to find solutions to challenges

Required Education and Experience:

• 3-5 years of relevant consumer financial services compliance, complaint resolution or customer support experience required

• Must have a strong sense of urgency and keen attention to detail

• Experience with Google office platform, Microsoft Office suite (including Word, Powerpoint and Excel)