Senior Compliance Specialist – Customer Advocacy & Complaint

NEWLY CREATED ONSITE POSITION FOR THE COMPANY Position Purpose: The primary role of the Senior Compliance Specialist - Customer Advocacy & Complaints Management is to investigate regulatory complaints, identify root causes, assess customer impact, and formulate responses to complaints received from regulators, executive-level customer complaints, and other escalated complaints as identified.

This role is also responsible for creating comprehensive complaint packages inclusive of all supporting documentation and assisting with monthly reporting related to regulatory and non-regulatory complaints, as well as the monthly sampling of non-regulatory complaints.

Primary Responsibilities: · Conduct and provide support for all aspects of evaluation of customer complaints including assistance with consistent intake, categorization, investigation, response, root-cause analysis, escalation, timely trend reporting, and linkage to corrective actions.

· Create complete complaint response packages inclusive of all required research, documentation, and supporting evidence, including calls, support tickets, banking information, refund disbursement details, and customer contact information.

· Support the crafting of clear, accurate, and timely summary narratives and response memorandums to management, regulators, bank partners, and for executive-level or other escalated complaints.

· Identify findings related to complaints and document outcomes appropriately.

· Identify root cause issues, rapidly troubleshoot, and propose solutions to mitigate recurring issues.

· Collaborate with business units to address root causes and foster understanding of complaint drivers.

· Assist with the creation and the review of monthly regulatory and non-regulatory complaint reporting.

· Assist with all aspects of monthly sampling of non-regulatory complaints.

· Provide exceptional customer service to both internal and external customers.

· Perform projects and other duties as assigned.

Authority, Impact, Risk: · Understanding of internal systems · Understanding of FIS related systems · Understanding of Department of Education requirements · Authority to obtain relevant records, contact business owners, document findings, recommend customer remediation, and escalate matters within delegated limits.

· No authority to waive legal, regulatory, contractual, or policy requirements; exceptions and material matters must be escalated.

Key Relationships: · Customer Care and Operations; Fraud and Loss Prevention; Compliance Assurance; Legal; BSA/AML; Internal Audit; Enterprise Risk Management; bank partners; regulators as assigned) Managerial Accountability: · No regular direct reports.

Officer-level incumbents may provide delegated workflow coordination and peer coaching; specialist roles may mentor peers as assigned.

Working Conditions: · Ability to manage competing deadlines in a changing regulatory environment.

· Ability to handle confidential information and exercise ...