Bank Compliance Director- Complaints & Third Party Oversight

Location: St. Louis

Bank Compliance Director – Complaints and Third‑Party Oversight /p

The Bank Compliance Director – Complaints and Third‑Party Oversight will design, implement, and oversee a structured compliance complaints program that ensures comprehensive complaint capture, timely responses, root cause analysis, operational improvements, board reporting, and remediation of potential issues. The complaints management framework will incorporate robust third‑party oversight to ensure vendors and service providers operate in full compliance with regulatory expectations. The director will work closely with business lines to embed third‑party monitoring into complaint handling, reporting, and resolution processes, ensuring a seamless and compliant customer experience.

Additionally, this role will provide compliance support across banking functions, with a mortgage‑focused emphasis, covering the entire mortgage lifecycle—originations, servicing, escrow, default servicing, loss mitigation, and payoff.

hat We’re Looking For ul liBuild and oversee a structured complaints management framework, ensuring compliance with regulatory requirements. liEstablish standardized complaint intake, tracking, resolution, and reporting processes, including complaints received and/or handled by third parties.
liConduct root cause analysis on complaints to identify systemic issues, mitigate risks, and drive process improvements. Ensure complaint resolution data is accurately documented and analyzed to support regulatory audits and business improvements. liDevelop trend analysis and reporting mechanisms to provide insights into complaint patterns and regulatory risks. Ensure complaint data is leveraged to provide operational insights and proactively address emerging risks.
liDevelop and conduct ongoing monitoring and due diligence of third‑party relationships, assessing compliance risks and performance. liEstablish standardized mechanisms to track third‑party complaint trends and identify areas for improvement. liCollaborate with business lines to ensure third‑party complaint resolution processes align with internal compliance standards. liEnsure compliance across the entire mortgage lifecycle, including originations, servicing, escrow, default management, loss mitigation, foreclosure, payoff, and associated complaints.
liOversee adherence to Regulation Z (TILA), Regulation X (RESPA), Fair Lending Laws (ECOA, FHA), Truth in Savings Act (TISA), Bank Secrecy Act (BSA), Unfair, Deceptive, or Abusive Acts or Practices (UDAAP), and other regulatory requirements. liProvide compliance oversight for deposits, consumer lending, credit cards, treasury management, and commercial lending, ensuring adherence to regulatory requirements. liAssist in compliance testing, monitoring, and policy implementation to ensure adherence to evolving regulations.
liOffer guidance and training to business line staff on regulatory requirements, third‑party oversight, and compliance best practices. liDevelop and maintain detailed and info graphic compliance reports for regulators and senior management. liWork closely with legal, risk management, mortgage, credit card, deposit, commercial lending, treasury management, and venture banking teams to ensure comprehensive compliance. /ul hat You’ll Bring ul liProven ability to develop and oversee complaints handling programs across all bank products and services, including third‑party complaint oversight.
liStrong understanding of vendor oversight, due diligence, and compliance expectations for third‑party service providers. liAbility to analyze complaint trends, identify root causes, and implement corrective actions. liStrong ability to assess complex regulatory requirements, identify compliance risks, and implement effective solutions. liExcellent written and verbal skills to provide clear guidance to business units, regulators, and internal stakeholders. liExpertise in risk‑based compliance testing, ongoing monitoring, and policy implementation to ensure adherence to evolving regulations.
liProficient understanding of Regulation Z (TILA), Regulation X (RESPA), Fair Lending Laws (ECOA, FHA), Truth in Savings Act…