Compliance Manager - Complaints & Corrective Action

Who We Are

Cross River is a highly profitable fast-growing financial technology company recognized for the third year in a row by CB Insights as one of the 250 best global fintechs. Our comprehensive suite of innovative products powers financial solutions with a strong focus on regulatory compliance for our partners and their millions of consumers around the world.

We are on a mission to build the infrastructure that propels access, inclusion and the democratization of financial services. While our company has tripled in size over the last three years, our strong sense of purpose led Cross River to be named to American Banker’s list of Best Places to Work in Fintech for the last 4 consecutive years. The reason for this success is simple --- our nimble, adaptive, and collaborative family culture lives in every member of our growing team. Together we are at the forefront of technology and innovation in financial services and we invite collaborative and motivated high performers to join our rapidly expanding team.

What we’re looking for

Cross River’s Compliance team makes sure our products and services meet regulatory standards – whether we offer them directly to customers or through our fintech partners.  The Compliance Complaints and Corrective Action team manages the Bank’s enterprise complaint handling process and provides oversight of in house and fintech customer service units. We’re looking for a compliance leader who is passionate about customer care and ready to hit the ground running to help build out our oversight program.

Responsibilities

• Centralize the Bank’s complaint program, including complaint identification, reporting, response, and analysis.
• Build out and oversee monitoring of customer-facing activities, including call monitoring, to proactively identify potential compliance weaknesses, and drive appropriate corrective action and enhancements to processes, procedure, and training, in an effort to preclude regulatory compliance issues.
• Develop and execute metrics to identify, monitoring and address complaint and other trends that could indicate a compliance-related control weaknesses in a particular Bank function or department, or within a Bank’s Third-Party Provider.
• Act as a team leader, including training and developing new and junior staff, monitoring workloads of the team, and providing candid and meaningful feedback in a timely manner.
• Participate in the development and delivery of complaint training, including training of fintech partners.
• Coordinate with other compliance teams to ensure a consistent approach to handling compliance issues.  
• Prepare deliverables and provide support for regulatory exams and/or internal audits  

Qualifications

• 7+ years compliance experience supporting a variety of bank products and services.
• Strong experience performing oversight of compliant, customer service, and collection activities.
• Extensive knowledge of operational processes and technologies utilized in banking, including deposit account handling, loan servicing and collection, and payment processing.
• Expertise in banking laws and regulations, as well as industry best practices.  
• Experience developing junior compliance staff.  
• Experience supporting regulatory exams and audits.
• Proven track record showing ability to manage multiple large projects and competing priorities.
• Demonstrated ability to assess complex issues through root cause analysis and other analytical techniques.
• Excellent communication skills and ability to interact effectively with internal and external stakeholders at the non-executive and executive level.
• Effective persuasion skills and ability to develop practical solutions that meet business needs while remaining compliant with applicable laws within the Banks' risk tolerance.  
• Highly motivated, strong attention to detail, team oriented, organized.
• Strong interest in technology and innovation. Prior fintech experience a plus.

CRCM and/or JD a plus.