Lead Consumer Complaints Analyst

Company

Federal Reserve Bank of San Francisco

We are the San Francisco Fed, public servants with a congressionally mandated mission to advance the nation’s monetary, financial, and payment systems to build a stronger economy for all Americans.

We are a community-engaged bank, and we are committed to understanding and serving the vibrant, diverse people of the Twelfth District.

That means we seek and appreciate new perspectives.

We respect people for what they do and for who they are.

We build opportunities to learn and grow.

When you join the SF Fed, you become part of a team united in its purpose to promote an economy that works for everyone.

Do you have a passion for public service and a deep sense of camaraderie? If your background includes consumer protection, we need you! We are hiring a Lead Consumer Complaints Analyst within the Consumer Compliance unit.

We're looking for someone highly experienced in consumer protection laws and regulations, and has the ability to provide team leadership with the investigation and resolution of consumer complaints.

The Supervision and Credit division (S+C) at the Federal Reserve Bank of San Francisco is responsible for the supervision and regulation of state member banks, bank holding companies, savings and loan holding companies, financial holding companies, data service providers, trust companies and foreign banking organizations that operate in the 12th District.

We supervise institutions in all states of the District and range in size and complexity from small community organizations to some of the largest banking organizations in the country.

Complaint investigations involve extensive contact with the public and bank personnel, thus requiring the need for discretion and independent discernment.

You'll work on a cross functional basis with other partners to ensure that applicable examination staff, points of contact, management, and Board of Governor’s oversight staff are kept abreast of pertinent issues identified through the complaints' function.

Essential Responsibilities:


* Acts as a team lead that requires distribution of responsibilities, communication with Reserve Bank, complainant, and other regulatory liaisons, and examination staff to ensure fair and accurate review of consumer complaints.


* Partners with Consumer senior manager to set the strategic and analytic direction of the team, by identifying systemic issues though analysis of the volume, direction, and patterns in complaints received, including identifying concerns to be targeted in examinations and escalating issues to management to address with financial institution staff.


* Reviews and approves high-risk, high-profile complaints and formal responses by the Reserve Bank as part of assigned caseload, including discrimination/fair lending complaints and complaints from other governmental officials or agencies, handling each complaint end-to-end until resolution is reached. 


* Engages with consumers f...