Complaint Compliance Analyst

Coastal is at the forefront of modern banking, combining strong financial infrastructure with cutting-edge Banking-as-a-Service (BaaS) and fintech enablement strategies. We support not only individuals with their personal banking needs; we also empower businesses by integrating modern banking technology that drives growth, flexibility, and innovation.

At Coastal, we think and move like entrepreneurs; focused on impact, speed, and continuous improvement. We believe in working smart, collaborating deeply, and building solutions that unlock real potential. If you're someone who thrives in a fast-moving environment, loves solving complex problems, and wants to help shape the future of banking, we’d love to meet you.

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As a Compliance Analyst I in Complaints, you will help ensure regulatory compliance by reviewing and responding to customer and regulatory complaints. You will support an effective compliance complaints program at the Bank, working closely with compliance leaders to track, document, and elevate regulatory issues as needed. You will be responsible for intaking complaints, preparing and reviewing complaints responses, identifying the root causes of complaints, responding, and remediating appropriately, and reporting risks or trends to key stakeholders.

Note:

• The salary range of $68,899 - $82,678 is posted for compliance reasons. However, we will not be hiring above $78,000.

• Must be available to work standard Pacific Time business hours (8 AM – 6 PM PT with flexibility) regardless of location.

• Draft and review responses to complex complaints from regulatory agencies and customers for Core Bank and CCBX fintech partners, ensuring compliance and identifying potential regulatory risks.

• Log and maintain complaint cases utilizing a GRC tool for each complaint, document the account and include all relevant information and documents

• Monitor all open complaints daily to ensure all complaints are responded to prior to their deadline.

• Follow internal policies, procedures, and regulatory guidelines when handling complaints.

• Escalate complex cases to senior compliance analysts or management for further evaluation.

• Support regulatory requests and audits by compiling relevant documentation.

• Maintain updated knowledge of consumer protection regulations, including but not limited to, Reg E, Truth in Savings Act, UDAAP, FACTA, Reg Z (Truth in Lending), Reg B (Equal Credit Opportunity Act), and the Fair Credit Reporting Act.

• Strong attention to detail with the ability to analyze complaint data and identify trends.

• Effective written and verbal communication skills with ability to summarize issues, articulate complex concepts clearly, create reports effectively, and draft clear, compliant, and well-supported responses to individuals across our financial institution and beyond.

• Ability to manage multiple tasks, prioritize workloads, and meet deadlines.

• Willingness to learn and adapt in a regulatory-driven environment.

• Strong collaboration skills to work with Compliance, Risk, and Customer Support teams.

• Bachelor’s degree, OR an equivalent combination of education and relevant experience.

• 1+ years of relevant experience in compliance, customer complaints, regulatory risk, or banking operations, ideally with some previous experience in complaint management.

• Proficient in Microsoft 365 tools, including Excel, SharePoint, Teams, and Word.

• Familiarity with consumer financial protection laws is preferred.

• Be the Best – Communicate effectively, pay close attention to detail, and prioritize your personal development.

• Be Relentless – Thrive in a goal-oriented environment exercising both patience and…