Senior Complaint Analyst

Please reference the schedule and minimum qualifications listed below before applying.

If you need assistance with filling out our application form or during any phase of the application, interview, or employment process, please notify our Human Resources Team at 801-366-6947 option 1 or email [email protected] and every reasonable effort will be made to accommodate your needs in a timely manner.

Job SummaryAs part of the credit union’s risk management infrastructure and second line of defense, the Senior Complaint Analyst assists in the overall implementation of the credit union’s Complaint Management Program, aids in the implementation of complaint management processes, and performs complex investigations and root-cause analysis of complaints to ensure the credit union maintains a strong CMS that is effective at managing compliance risk and preventing violations or enabling early detection of potential violations of regulatory requirements and internal policy.

Job Description

To be effective, an individual must be able to perform each job duty successfully.

• Maintains expert level knowledge of the Complaint Management Program and applicable processes and procedures
• Acts as the primary resource to appropriately investigate, categorize, track and ensure resolution for all member and non-member complaints
• Coordinates investigation activities and develops corrective and preventive action plans with applicable business units
• Performs root cause analysis, issue management or similar activities of continuous enhancement of processes, controls and strategic solutions
• Stays informed of any changes in laws, regulations and best practices that affect the credit union’s management, operations and products and services
• Coordinates with GRC teams to ensure the complaint management process is handled in accordance with the credit union’s internal governance as well as federal consumer protection laws and regulations.
• Coordinates the review for possible violations of federal consumer financial laws and assessment of enterprise and reputational risks associated with high-level complaints
• Knowledge of complaint metrics, data and reports. Assist in providing trend reports to management
• Completes written response to complaints filed with federal and state agencies, and as applicable, for complaints which originated through other channels
• Utilize automated work products and other department and credit union systems in a proficient manner
• Utilize judgment and responsibility in fulfilling department functions using the credit union policies and the hierarchy of decision making
• Execute assigned functions including planning, reporting, and finalization; execute work in conformance with department standards, budgets and deadlines
• Comply with all regulations as required by law, including but not limited to BSA, OFAC, FACT Act, GLBA, Regulation CC (funds availability), Regulation DD (TISA), Regulation E, UDAAP and other regulations as required by law as it relates to his/her position
• Perform other duties as assigned

KNOWLEDGE, SKILLS, and ABILITIES

The requirements listed are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Experience

Minimum 3 years’ research and/or compliance experience

Education

Bachelor’s degree in business finance or additional 5 years combined experience in a financial setting.

Licenses, Certifications, Registrations

N/A

Managerial Responsibility

N/A

Computer/Office Equipment Skills

• Advanced skills with Microsoft Office Suite including Outlook, Word, PowerPoint, and Excel
• Experience with analytical and reporting software preferred
• Experience with Symitar, Archer or another financial institutions software

Language Skills

• Demonstrated ability to clearly express ideas, methodology, results and recommendations verbally, in writing and through insightful reports and graphic illustrations
• Demonstrated ability to document outcomes and present information in a manner appropriate for key stakeholders and all levels of the organization

Other Skills and Abilities

• Ability to work both autonomously and collaboratively in a fast-paced environment
• Self-starter with strong organizing and time management skills and the ability to work productively and efficiently in a fast-paced environment with multiple projects and timelines
• Adaptive to change, responds positively to altered circumstances or conditions
• Possess a desire and willingness to learn and continually update knowledge base on financial concepts, strategies, systems etc.
• Take initiative to be a problem solver and provide suggestions to improve processes and efficiencies
• Excellent inter-personal skills including the ability to lead and collaborate with ad-hoc teams
• Data analytics and data validation skills and proficiency in business data analysis (MS Excel, etc.)

PHYSICAL ABILITIES / WORKING CONDITIONS

Physical Demands

Ability to sit, talk and hear consistently

Ability to stand, walk, and use hands to handle or reach occasionally

Vision Requirements

Close vision (clear vision at 20 inches or less)

Distance vision (clear vision at 20 feet or more)

Weight Lifted or Force Exerted

Ability to lift up to 10 pounds occasionally

Environmental

There are no unusual environmental factors (such as a typical office)

Noise Environment

Moderate noise (business office with computers and printers, light traffic)

***This Job is not eligible to be performed in Colorado or Connecticut, either remotely or in-person.***

Mountain America Credit Union is an EEO/AA/ADA/Veterans employer.