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