Senior Customer & Regulatory Relations Compliance Manager

Role Overview

• Acts as a team leader providing direction and support to the Customer Relations team, ensuring they have the necessary resources, guidance, and training to succeed.
• Effectively manages complex customer account escalations by thoroughly understanding company requirements and expectations, minimizing conflicts, and fostering positive, productive partnerships.
• Expands programs to support new products ensuring alignment with customer audit rights within their contracts; developing and implementing procedures to support program changes.
• Coordinates and responds to new and existing customer requests for onsite audits and/or exams, gathers, standardizes, and documents required materials across business lines with leadership approval.
• Manages logistical support for audits, including scheduling, sending out calendar invites, meeting room coordination, and resource availability.
• Manages and leads exams and customer audits and responses, including but not limited to questionnaires, inquiries and findings.
• Tracks deliverables to ensure timely and accurate completion; reviews submitted materials for relevance and compliance and provides recommendations for improvement when necessary.
• Monitors exam and audit findings, follows up with stakeholders to ensure timely remediation and responds and serves as backup facilitator for regulatory exams and assessments.
• Reviews and analyzes historical exams and audit data to support preparation and oversight; ensuring current Annual Risk Report documentation is shared appropriately.
• Continuously identifies and implements efficiencies across the Compliance Regulatory Relations Program, including supporting the implementation of an exam management application workflow.
• Assists in comparing controls, policies, procedures, work instructions, and other documentation to audit requirements, regulations, and exam manuals; collaborates with appropriate teams to address self-identified issues and gaps.
• Provides support by reviewing updates to policies, procedures, and systems based on audit findings and regulatory requests; contributes to projects involving regulators, auditors, and the compliance department.
• Supports the company’s commitment to risk management and protecting the integrity and confidentiality of systems and data.

Requirements

• Education and/or experience typically obtained through completion of a bachelor’s degree or equivalent work experience.
• Typically 12 or more years of related experience including experience actively participating in external audits (OCC, CFPB, PCI, SOC2, etc.) and engagement with the external auditors.
• Ability to establish and maintain productive relationships between various leaders, departments and partners across the organization and externally.
• Strong organizational skills, including ability to prioritize multiple simultaneous projects.
• Resourceful and able to leverage internal relationships to obtain quick engagement.
• Background and drug screen.

Benefits

• Healthcare Coverage – Competitive medical (PPO/HDHP), dental, and vision plans as well as company contributions to your Health Savings Account (HSA) or pre-tax savings through flexible spending accounts (FSA) for commuting, health & dependent care expenses.
• 401(k) Retirement Plan – Featuring a 100% Company Safe Harbor Match on your first 6% deferral immediately upon eligibility.
• Paid Time Off – Flexible Time Off for Exempt (salaried) employees, as well as generous PTO for Non-Exempt (hourly) employees, plus 11 paid company holidays and a paid volunteer day.
• 12 weeks of Paid Parental Leave
• Maven Family Planning – provides support through your Parenting journey including egg freezing, fertility, adoption, surrogacy, pregnancy, postpartum, early pediatrics, and returning to work.
• And SO much more! We continue to enhance our program, so be sure to check our Benefits page here for the latest.