AVP, Issue and Complaint Management

Company: Synchrony
Location: Draper
Posted on: March 27, 2020

Job Description:

Job Description: Position Open to Remote Location Role Summary/Purpose: Reporting to the VP, Consumer Banking Compliance Leader, this individual will play a key role in the oversight of issue management regarding Consumer Banking deposit compliance related issues and complaint management. Essential Responsibilities: Issue Management + Determine compliance impact for 1st line business self-identified issues, as well as 2nd line identified issues. Document and retain compliance guidance for each issue. + Monitor compliance issues and update appropriate levels of management on status as applicable. + Resolve compliance issues by working with the 1st line to develop action plans to mitigate the compliance risk and evaluating whether deadlines to action plans are reasonable + Evaluate whether remediation is required and, if so, whether remediation plans are acceptable and deadlines for those plans are reasonable. Complaint Management + Resolve escalated complaints by reviewing responses for compliance concerns and ensuring appropriate and compliant response are provided + Identify complaint trends by analyzing complaint data for trends in complaint topics and identify compliance issues that need to be reported and resolved. + Provide feedback to management when complaint responses are inaccurate/incomplete to determine whether follow up action and/or refresher training is required Compliance Risk Assessment + Analyze compliance risks inherent in deposit products, services, and operations. + Evaluate controls related to compliance risks and, under the direction of VP, Consumer Banking Compliance Leader, calculate residual risk scores Other Duties + Foster effective relationships with all functional areas of the Consumer Banking business + Train new call center employees regarding high level deposit related compliance requirements. Provide adhoc compliance training as needed + Manage assigned Critical to Compliance (CTC) requirements by ensuring the inherent risk is documented and controls are in place and documented as applicable + Perform other duties and/or special projects as assigned Qualifications/Requirements: + 1) Bachelor Degree and 5+ years of compliance experience in financial services with a minimum of 2+ years of deposit compliance experience or 2) In lieu of the Bachelors a minimum of 10+ years of compliance experience with a minimum of 2+ years of deposit compliance experience + Subject matter expert in deposit laws and regulations such as Regulation DD, Regulation E, Regulation CC, and Regulation D + Working knowledge of bank policies, procedures and operations related to deposit products + Knowledge and experience with Microsoft Office (Excel, Word, PowerPoint and Access) Desired Characteristics: + Able to resolve complex problems independently + Perform responsibilities with minimal oversight + Strong oral and written communication skills + Adaptable and flexible to change + Team player in fast-paced, high-energy environment + Goal oriented, self-motivated + Detail Oriented + Work successfully as an individual contributor and in a team environment Eligibility Requirements: + You must be 18 years or older + You must have a high school diploma or equivalent + You must be willing to take a drug test, submit to a background investigation and submit fingerprints as part of the onboarding process + You must be able to satisfy the requirements of Section 19 of the Federal Deposit Insurance Act. + New hires (Level 4-7) must have 9 months of continuous service with the company before they are eligible to post on other roles. Once this new hire time in position requirement is met, the associate will have a minimum 6 months' time in position before they can post for future non-exempt roles. Employees, level 8 or greater, must have at least 24 months' time in position before they can post. All internal employees must have at least a consistently meets expectations performance rating and have approval from your manager to post (or the approval of your manager and HR if you don't meet the time in position or performance requirement). Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Reasonable Accommodation Notice: + Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. + If you need special accommodations, please call our Career Support Line so that we can discuss your specific situation. We can be reached at 1-. Representatives are available from 8am - 5pm Monday to Friday, Central Standard Time. The salary range for this position is 70,000.00 - 150,000.00 USD Annual Salaries are adjusted according to market in CA and Metro NY and some positions are bonus eligible. Grade/Level: 11 Job Family Group: Regulatory and Compliance

Keywords: Synchrony, Draper , AVP, Issue and Complaint Management, Executive , Draper, Utah