Compliance Director - Complaints

About the position Coastal Community Bank is a little bit of banking and a little bit of tech-ing. The people at Coastal don't just help people with their banking; they help reshape how banking technology allows and serves EVERYONE. We think and work like entrepreneurs, always moving and constantly improving. We care about each other, are go-getters, work hard, and play hard. If you're someone who thrives on innovation, wants to help others succeed, knows how to think outside the box, and believes that we're all in this together—you belong here. As the Compliance Director - Complaints at Coastal, you will play a crucial role in leading and overseeing our compliance risk management function. You will be responsible for overseeing and enhancing a robust and effective compliance complaints program as part of the compliance management system (CMS) of the Bank, ensuring that it aligns with the Bank's strategy and risk appetite. You will collaborate across the three lines of defense to reinforce risk awareness and compliance culture framework that supports the identification, measurement, reporting, and management of Bank-wide Compliance related opportunities and risks. You will review and approve complaints responses, communicate with Regulatory agencies, identify the root causes of complaints, respond and remediate appropriately, assist your team in development, report trends to key stakeholders, and drive a culture of integrity and accountability within our organization. You will work closely with senior leadership, business units, and our FinTech partners to provide expert guidance and support. Responsibilities • Lead a team of compliance risk professionals, providing guidance, tools, and authority to execute their functions effectively. • Develop staff skills through goal setting, coaching, problem resolution, delegation, training, counseling, and performance management. • Effectively communicate with business units, BaaS FinTech partners, peers, compliance leadership, and process owners to ensure all stakeholders are informed about compliance requirements and work collaboratively to mitigate compliance risk exposure. • Assist with escalations related to complaint process improvements, addressing operational deficiencies identified in internal reviews, audits, or regulatory examinations. • Serve as a subject matter expert, providing compliance advice and guidance to FinTech partners and bank business units, and addressing any complaint-related questions. • Manage the complaints program, ensuring accuracy, thoroughness, and timely response. • Identify potential regulatory risks in complaints, formulate recommendations, and escalate issues internally as needed. • Work directly with regulators to respond to complaints and resolve escalated regulatory complaint issues. • Conduct trend and root cause analysis to identify potential regulatory issues. • Prepare reports related to regulatory complaints, including monthly, quarterly, and ad hoc reporting. • Manage the complaint GRC workflow and inbox for new complaints daily. • Monitor all open complaints to ensure timely responses. • Develop and implement internal processes, procedures, and job aids to support compliance functions. • Assist with compliance projects and requests from outside regulators and internal audits as assigned. • Build and maintain strong relationships with key stakeholders and team members. Requirements • 10+ years of relevant experience in Compliance in the banking or fintech industry, including Complaint management experience. • 5+ years of experience in leadership and team management. • Certified Regulatory Compliance Manager (CRCM) designation, or ability to obtain in one year. • Bachelor's degree in Law, Business, Finance, or a related field; or an equivalent combination of education, experience, and/or professional certification. • Master's degree preferred. • Extensive knowledge of financial services, BaaS, deposit, lending, and privacy compliance laws and regulations (e.g., Regulation E, Truth in Savings Act, Unfair, Deceptive or Abusive Acts or Practices, FACTA, Reg Z-Truth in Lending, Regulation B-Equal Credit Opportunity Act, Fair Credit Reporting Act). • Proficiency in compliance management systems. • Advanced proficiency in Microsoft Excel, including the use of complex formulas, data analysis, and pivot tables. • Intermediate proficiency in other Microsoft Office products, including Outlook, PowerPoint, Teams, and Word. • Basic proficiency in Microsoft SharePoint for document management and collaboration. • Experience working with regulators and handling regulatory examinations preferred. • Knowledge of change management methodologies preferred. Benefits • 401k • health_insurance • dental_insurance • vision_insurance • life_insurance • paid_holidays • paid_volunteer_time • tuition_reimbursement • professional_development Apply tot his job