Complaints Management Officer

Job Title

Complaints Management Officer

SUMMARY

The Complaints Management Officer supports the research and execution of various consumer compliance management initiatives for the Fair Banking Group at First United Bank and Trust. Responsibilities include preparing for regulatory examinations and audits, conducting compliance testing, supporting consulting efforts, data analysis, and maintaining various reports. This role has work products under direct scrutiny of the various regulatory agencies (E.g., FRB CFPB, OSBA, and Attorney General's Office), executive/senior management and the public.

This role's work product is critical to First United Bank's Spend Life Wisely mission. This role is under limited supervision and inspection of work products, and requires a significant amount of strong personal judgment, critical thinking, reasoning, and integrity.

Supports the Fair Banking Officer by leading consumer complaints management efforts, working with business unit management, and coordinating research efforts. Leverages extensive interpersonal skills to work with key members of senior/executive management to coordinate research and response to high-visibility regulatory complaints. Ensures key stakeholders obtain complaint responses by the scheduled due dates and ensures successful complaint management duties of the Bank regarding regulatory complaints.

Utilizes an interpretation of consumer protection policies, laws, and requirements affecting the enterprise and coordinates with senior and executive leadership to address regulatory complaints. Assists the Fair Banking Officer with constructing new decision-making frameworks regarding Fair Banking and Complaints Management as the consumer compliance regulatory environment evolves. Reviews UDAAP-related escalated complaint factors and works with operations and governance groups within the organization.

Identifies complaint root causes and attaching supporting documentation. Monitors regulatory enforcements and industry news to stay informed of UDAAP issues and trends. Maintains consumer compliance policies and procedures consistent with Fair Banking Compliance Management Systems (FBCMS) Programs. Develops and updates consumer complaint training materials. Provide support of regulatory examinations regarding fair lending, UDAAP examinations and other applicable regulations as needed.

Reviews documentation and files for consumer complaint analysis.

• Performs other duties as requested by Executive Management or Supervisor.
• Completes all required compliance exams on a yearly basis.
• Adherence to all First United Policies and Procedures.
• Dresses professionally.
• Recommends to supervisor possible methods to improve department.
• Reasoning skills require an understanding of bank consumer compliance, operational processes, and overlapping organizational responsibilities to construct complaint responses, often with no precedent to rely upon. Responses must be all-inclusive and address all aspects, requirements, and expectations put forth by the applicable regulatory authority.
• Supervisory or Managerial responsibilities.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Innovation skills and vision
• Technical proficiency
• Business communication skills
• Business architectural, analysis and planning skills
• Ability to communicate with all levels of staff
• Decision making
• Results driven
• Highly organized
• Excellent written and verbal communication skills
• Focus on great internal and external customer service
• Ability to manage multiple projects in multiple functional areas simultaneously
• Flexibility and adaptability to adjust to changing project needs in evolving situations

NOTE:

This job description is not intended to be all-inclusive. Employee may perform other related duties as assigned by supervisor to meet the ongoing needs of the organization.

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First United is an Equal Opportunity Employer. To the extent required by Federal or State law, First United does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, or any other characteristic protected by law.