About this role
About the Role
The Sr. Associate, Compliance Advisory partners with Complaints, Product, Operations, and other business teams to provide compliance guidance as a second line of defense. The role supports consumer complaint oversight, new and existing product operations advisory, agent readiness, member- and agent-facing communications, and process improvement while identifying consumer and regulatory risks and helping drive issues through remediation and implementation.
In this role, you can expect to
Complaints Management
• Advise the first line of defense on complaint-management requirements, regulatory expectations, and industry best practices.
• Review complaint-handling processes, procedures, controls, and documentation; identify gaps and recommend remediation, maintaining ownership of the issue lifecycle from informing the business of identified gaps and recommendations through completed remediation and implementation.
• Recommend and implement process improvements that balance regulatory requirements with innovative, member-friendly solutions.
• Demonstrate knowledge of and apply consumer financial regulations—including Regulations Z, E, and DD, UDAAP, NACHA, VISA Operating Standards, and applicable state requirements—through compliance advisory work and day-to-day responsibilities.
• Support operational teams in investigating and resolving consumer complaints while analyzing trends and potential member impact.
• Perform oversight and monitoring to promote timely, accurate, and appropriate complaint resolution.
• Develop and refine complaint procedures, guidance, training materials, and educational resources.
• Assist with responses to sensitive and regulatory complaints and inquiries.
• Ensure complaint-related work, processes, procedures, and guidance align with all applicable requirements of the Complaints Policy.
• Support regulatory, bank partner, and internal audit readiness by collecting, organizing, and validating requested documentation and helping ensure complaint processes and records are complete and current.
• Review complaint dashboards and complaint trends to identify emerging risks, recurring issues, and opportunities for improvement.
• Present compliance findings, complaint trends, risk assessments, recommendations, training, and process updates to business partners and relevant business stakeholders when needed.
• Prepare executive-level reports and presentations on compliance findings data, trends, risks, and recommendations.
Compliance Advisory
• Provide compliance advisory support for operations supporting new products and changes to existing products, including identifying compliance considerations and helping teams address related risks and requirements.
• Translate complex compliance requirements and data-driven insights into clear, practical, and actionable guidance for business partners and member-facing teams.
• Support agent readiness for new products and changes to existing products by pa