AVP, Compliance Monitoring, Testing and Member Response

AVP, Compliance Monitoring, Testing and Member Response

Job Category: Finance

Requisition Number: AVPCO
003628

• Posted :
  September 10, 2026
• Full-Time
• Hybrid

Showing 1 location

Note:
All full-time positions include exceptionally low medical premiums in addition to a whole host of other benefits.

HOURS FOR POSITION:
Monday - Friday, 8:30am - 5:00pm

Hiring Range - $133,056 - $166,320

Summary of Position

The AVP, Compliance Monitoring, Testing and Member Response leads Tower Federal Credit Union’s (Tower) compliance monitoring and testing program and the member complaint program. The incumbent develops the annual risk-based monitoring and testing plan, oversees the design and execution of testing scripts, evaluates results, and partners with business units to develop and track management action plans through remediation. The incumbent also owns the end-to-end member complaint program, including intake, research, response, tracking, root cause and trend analysis, and escalation of potential UDAAP and fair lending concerns.

This position provides regular reporting to the VP, Compliance, senior management, the Compliance Committee, and the Board of Directors, and is responsible for hiring, supervising, and developing a team of Compliance Analysts.

Principal Accountabilities and Functions

Develops the annual risk-based compliance monitoring and testing plan, aligning scope and frequency to the compliance risk assessment, regulatory change, examination findings, and complaint trends. Presents the plan to the VP, Compliance for approval.

Oversees the development, review, and approval of monitoring and testing scripts to ensure testing methodology, sampling approach, and documentation standards are sound and consistently applied.

Directs and, where appropriate, performs compliance monitoring and testing across consumer deposit, lending, digital, and marketing activities; evaluates results; and determines whether identified exceptions represent isolated errors or systemic control weaknesses.

Meets with business unit leadership to communicate testing results, assists in the development of management action plans, and tracks remediation activity to closure, escalating aging or unresolved items to the VP, Compliance and senior management.

Owns the member complaint management program, including intake, routing, research, response, documentation, and tracking across all channels, including complaints received through the CFPB, NCUA, and state regulators.

Reviews and approves complaint responses for accuracy, tone, regulatory sufficiency, and timeliness, and ensures responses are issued within applicable regulatory and internal service standards.

Performs root cause and trend analysis on member complaints, identifies emerging risk themes, and escalates complaints with potential UDAAP, fair lending, or other regulatory implications for further investigation.

Prepares and delivers periodic reporting on monitoring and testing results, complaint volumes and trends, and remediation status to the VP, Compliance, senior management, the Compliance Committee, and the Board of Directors.

Partners with Internal Audit, Enterprise Risk Management, and Lending, Retail Banking, Digital Banking, and Marketing leadership to coordinate testing coverage, avoid duplication of effort, and support a consistent view of compliance risk.

Supports compliance examinations and internal audits by preparing requested documentation, demonstrating the design and operating effectiveness of monitoring and complaint controls, and coordinating responses to findings.

Contributes to the compliance risk assessment process by providing monitoring, testing, and complaint data that inform inherent risk, control effectiveness, and residual risk conclusions.

Maintains and updates program documentation, including monitoring and testing procedures, complaint program procedures, quality standards, and workpaper retention practices.

Evaluates the impact of regulatory change on monitoring scope and complaint handling requirements and adjusts program coverage accordingly.

Hires, supervises, trains, mentors, and completes performance evaluations for a team of at least two Compliance Analysts, and manages workload allocation across competing priorities.

Identifies opportunities to enhance program efficiency and effectiveness, including the use of data analytics, automation, and reporting tools to expand testing coverage and improve complaint trend identification.

Maintains a high level of…