Bank Compliance Director- Complaints & Third Party Oversight

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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 Bank Compliance 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.

• Build and oversee a structured complaints management framework, ensuring compliance with regulatory requirements.
• Establish standardized complaint intake, tracking, resolution, and reporting processes, including complaints received and/or handled by third parties.
• Conduct 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.
• Develop 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.
• Develop and conduct ongoing monitoring and due diligence of third-party relationships, assessing compliance risks and performance.
• Establish standardized mechanisms to track third-party complaint trends and identify areas for improvement.
• Collaborate with business lines to ensure third-party complaint resolution processes align with internal compliance standards.
• Ensure compliance across the entire mortgage lifecycle, including originations, servicing, escrow, default management, loss mitigation, foreclosure, payoff, and associated complaints.
• Oversee 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.
• Provide compliance oversight for deposits, consumer lending, credit cards, treasury management, and commercial lending, ensuring adherence to regulatory requirements.
• Assist in compliance testing, monitoring, and policy implementation to ensure adherence to evolving regulations.
• Offer guidance and training to business line staff on regulatory requirements, third-party oversight, and compliance best practices.
• Develop and maintain detailed and info graphic compliance reports for regulators and senior management.
• Work closely with legal, risk management, mortgage, credit card, deposit, commercial lending, treasury management, and venture banking teams to ensure comprehensive compliance.

• Proven ability to develop and oversee complaints handling programs across all bank products and services, including third-party complaint oversight.
• Strong understanding of vendor oversight, due diligence, and compliance expectations for third-party service providers.
• Ability to analyze complaint trends, identify root causes, and implement corrective actions.
• Strong ability to assess complex regulatory requirements, identify compliance risks, and implement effective solutions.
• Excellent written and verbal skills to provide clear guidance to business units, regulators, and internal stakeholders.
• Expertise in risk-based compliance testing, ongoing monitoring, and policy implementation to ensure adherence to evolving regulations.
• Proficient understanding of 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 key banking laws and regulations.

• Minimum
  
  Required:
  
  Bachelor’s degree in finance, law, business administration, or a related field, or, 12+ years of relevant experience in banking compliance, mortgage, consumer lending, payments, deposits, and commercial lending may substitute for formal education.
• Minimum
  
  Required:
  
  5+ years in banking compliance, with a focus on complaints management, third-party oversight, mortgage (originations, servicing, default servicing, loss mitigation, escrow, and loss…