Regulatory Complaint Management (Customer Operations) Analyst

As a Regulatory Complaint Analyst on the Customer Operations Team, you will be a key resource for customer service and operational needs for the leadership team supporting our customer-facing operations. The Regulatory Complaint Management Analyst will be responsible for supporting the complaint management program and ensuring it remains responsive in handling regulatory consumer complaints. They will ensure timely and appropriate resolution of regulatory complaints and identify and escalate related compliance issues to appropriate business lines, departments, and executive management. Our ideal candidate is a self-starter, eager to continuously improve customer experience and complaint program performance. This candidate will interact with key stakeholders in our compliance, complaints, legal and partner business groups supporting regulatory complaints for the FDIC, CFPB, Attorney General and State Regulatory agencies. A high level of critical thinking is essential in identifying areas of regulatory risk.
We are looking for someone with a strong writing, regulatory, and complaint management background who is comfortable interacting with business leaders to accurately identify root cause and make recommendations for improvements.
You will work with the Customer Operations organization and cross-functional stakeholders on Avant's product and compliance teams to drive improvements that reduce customer complaints.
A successful Regulatory Complaints Analyst will develop a thorough understanding of our product and processes to properly investigate regulatory complaints and provide quality responses that meet third party bank partner and regulatory agency standards.
What you do at Avant:

• Communicate directly with stakeholders, our bank partners, state regulatory bodies, the Better Business Bureau, state Attorney General offices, etc., in writing regarding customer complaints and proactively uncovering operational gaps.
• Foster cross-functional and collaborative relationships with business and customer operations leaders to resolve customer complaints and identify root causes.
• Monitors complaints for product trends to notify management of events requiring immediate action. Conduct deep dive analysis across a multitude of complaint types and channels to identify themes and areas for improvement.
• Research customer concerns, identify root causes, and make recommendations to affect change in current procedures/practices.
• Collaborate with Servicing Operations leadership to provide timely feedback to specialists across multiple product or partner lines of business.
• Determines an appropriate resolution and works across departmental lines as needed to reach the best outcome.
• Provides support to broader complaints management team, including but not limited to reviewing and approving UDAAP/ Fair Lending complaint draft responses prepared by other Complaints Coordinators, exception reporting, projects, rolling out process improvements, and ad hoc reporting and projects.
• Exercise judgment, where appropriate, to escalate departmental issues or employee-related concerns.
• Assist with the centralized complaint management process to ensure complaints and inquiries are appropriately recorded, and categorized, investigated thoroughly, and resolved timely.
• Seek out, develop, and maintain knowledge and skills through completion of continuing education and training pertinent to the position.
• Identify and lead process improvements, with support and supervision.
• Other duties may be assigned to meet business needs.

Why you are a fit for Avant:

• A minimum of 2-3 year of applicable experience in a position requiring proven critical thinking skills, including investigative problem-solving skills and ability to make sound decisions about risks and recommended action.
• Strongly prefer candidates with experience working in financial services.
• Knowledge and understanding of consumer lending compliance and business operations.
• Ideal candidates will have some type of writing background with complaints and/or business/legal writing.
• Additional helpful experience includes knowledge and understanding of regulatory risk, compliance and product knowledge in the financial/banking sector.
• Experience working in a fast-paced environment with the ability to learn quickly and adapt to a variety of client preferences, requirements, and questions.
• Strong analytical, organizational, time management, and problem-solving capabilities.
• Knowledge of relevant regulations including but not limited to TILA, TCPA, FCRA, FDCPA, ECOA, SCRA, MLA, GLBA, and UDAAP.
• Exceptional communication, interpersonal, and listening skills.
• Proficient with Microsoft Office and Google Suite.

Check out our Avant Blog!
We believe that a diverse set of backgrounds and experiences helps us create the most innovative solutions for our customers. We invite you to apply to our positions even if you do not meet 100% of the qualifications listed in the description. If you're passionate about our mission and aligned to our values, we hope you'll come contribute to our awesome culture.
Why Avant is the place for you:
At Avant, we believe our values make a difference:
Authenticity. We show up to work as our whole selves and make sure others can too.
Collaboration. We can only succeed when we do so as a team.
Problem-Solving. The harder the problem, the more satisfying the solution.
Customer. We are all owners of the customer experience.
Initiative. Plan. Adapt. Get Sh!t Done.
We believe that great ideas come from anyone and anywhere, that everyone is an owner who drives change, and that we have more fun when we work together. We're problem solvers who love collaborating with intelligent and highly-motivated people to reshape the face of digital banking. Avant offers terrific perks and benefits, fun social events with employees who actually like hanging out together, and a flexible growth environment where trying your hand at new projects and being the active owner of your career path is encouraged and supported.
Some of our benefits include:

• Choice of great Medical, Dental, and Vision Insurance Plan options
• 401(k) Match
• Unlimited Paid Time Off
• Flexible Work Environment
• Generous Paid Parental Leave
• Lunch Allowance (Fooda) and In-office Snacks
• WFH Stipends for our Remote Employees
• Access to LinkedIn Learning for Professional Development
• No Meeting Wednesdays - (a.k.a. planned time to Get Sh!t Done)
• Summer Fridays
• Fun In-Office and Virtual Social Events
• And who doesn't love the swag

This position may require you to be fully vaccinated against COVID-19. If required, you'll be asked to provide proof that you're fully vaccinated upon your start date or before working in or visiting our Chicago office. You're considered fully vaccinated two weeks after you receive the second dose of a two-dose vaccine series (e.g., Pfizer or Moderna) or two weeks after a single-dose vaccine (e.g., Johnson & Johnson/Janssen). Failure to provide proof of vaccination may result in termination. Subject to applicable law and requests for accommodation.