Senior Associate, Compliance Advisory

<h2>About the Role</h2> <p>The Sr. Associate, Compliance Advisory partners with Complaints, Product, Operations, and other business teams to provide compliance guidance as a second line of defense. The role supports consumer complaint oversight, new and existing product operations advisory, agent readiness, member- and agent-facing communications, and process improvement while identifying consumer and regulatory risks and helping drive issues through remediation and implementation.</p> <h2><strong>In this role, you can expect to</strong></h2> <p><strong>Complaints Management</strong></p> <ul> <li>Advise the first line of defense on complaint-management requirements, regulatory expectations, and industry best practices.</li> <li>Review complaint-handling processes, procedures, controls, and documentation; identify gaps and recommend remediation, maintaining ownership of the issue lifecycle from informing the business of identified gaps and recommendations through completed remediation and implementation.</li> <li>Recommend and implement process improvements that balance regulatory requirements with innovative, member-friendly solutions.</li> <li>Demonstrate knowledge of and apply consumer financial regulations—including Regulations Z, E, and DD, UDAAP, NACHA, VISA Operating Standards, and applicable state requirements—through compliance advisory work and day-to-day responsibilities.</li> <li>Support operational teams in investigating and resolving consumer complaints while analyzing trends and potential member impact.</li> <li>Perform oversight and monitoring to promote timely, accurate, and appropriate complaint resolution.</li> <li>Develop and refine complaint procedures, guidance, training materials, and educational resources.</li> <li>Assist with responses to sensitive and regulatory complaints and inquiries.</li> <li>Ensure complaint-related work, processes, procedures, and guidance align with all applicable requirements of the Complaints Policy.</li> <li>Support regulatory, bank partner, and internal audit readiness by collecting, organizing, and validating requested documentation and helping ensure complaint processes and records are complete and current.</li> <li>Review complaint dashboards and complaint trends to identify emerging risks, recurring issues, and opportunities for improvement.</li> <li>Present compliance findings, complaint trends, risk assessments, recommendations, training, and process updates to business partners and relevant business stakeholders when needed.</li> <li>Prepare executive-level reports and presentations on compliance findings data, trends, risks, and recommendations.</li> </ul> <p><strong>Compliance Advisory</strong></p> <ul> <li>Provide compliance advisory support for operations supporting new products and changes to existing products, including identifying compliance considerations and helping teams address related risks and requirements.</li> <li>Translate complex compliance requirements and data-driven insights into clear, practical, and actionable guidance for business partners and member-facing teams.</li> <li>Support agent readiness for new products and changes to existing products by partnering on agent-facing communications, member-facing communications, help center articles, training, and other agent-ready content.</li> <li>Partner with Compliance, Legal, Quality Control, Quality Assurance, bank partners, and business teams to mitigate compliance risk.</li> <li>Demonstrate strong proficiency in AI tooling and proactively identify responsible AI-enabled tools and workflows that help the Compliance Advisory team work more efficiently and effectively.</li> <li>Use AI tooling to accelerate data analysis, complaint-trend identification, monitoring, oversight, research, documentation, reporting, and preparation of business-partner guidance while maintaining appropriate human review and compliance with confidentiality requirements.</li> <li>Leverage AI-enabled insights to help business partners make faster, better-informed decisions and improve outcomes for members.</li> <li>Support quality assurance and quality control business partners as a second line of defense by helping ensure the program is regulatory sound, appropriately designed, and operating effectively for its intended purpose.</li> <li>Serve as a knowledgeable Compliance presence in meetings with bank partners and business partners by contributing to discussions, answering questions, and identifying compliance considerations.</li> </ul> <p><strong>Core Competencies</strong></p> <ul> <li>Consumer complaints and complaint-program management and oversight.</li> <li>Regulatory knowledge, including the ability to interpret applicable regulations and translate them into practical, risk-based guidance for products, processes, and member experiences.</li> <li>Risk identification, escalation, and remediation.</li> <li>Executive and business-partner communication and presentation skills.</li> <li>Data analysis, automation, and practical application of AI tools.</li> <li>Cross-functional collaboration and stakeholder management.</li> <li>Process documentation, monitoring, training, and continuous improvement.</li> <li>Independent execution and resourcefulness, including taking end-to-end ownership.</li> </ul> <h2><strong>To thrive in this role, you have<br></strong></h2> <ul> <li>5+ years of compliance experience in fintech, banking, or financial