Senior Associate - Compliance Advisory

About the Role

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.

In this role, you can expect to

Complaints Management

• Advise the first line of defense on complaint-management requirements, regulatory expectations, and industry best practices.
• 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.
• Recommend and implement process improvements that balance regulatory requirements with innovative, member-friendly solutions.
• 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.
• Support operational teams in investigating and resolving consumer complaints while analyzing trends and potential member impact.
• Perform oversight and monitoring to promote timely, accurate, and appropriate complaint resolution.
• Develop and refine complaint procedures, guidance, training materials, and educational resources.
• Assist with responses to sensitive and regulatory complaints and inquiries.
• Ensure complaint-related work, processes, procedures, and guidance align with all applicable requirements of the Complaints Policy.
• 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.
• Review complaint dashboards and complaint trends to identify emerging risks, recurring issues, and opportunities for improvement.
• Present compliance findings, complaint trends, risk assessments, recommendations, training, and process updates to business partners and relevant business stakeholders when needed.
• Prepare executive-level reports and presentations on compliance findings data, trends, risks, and recommendations.

Compliance Advisory

• 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.
• Translate complex compliance requirements and data-driven insights into clear, practical, and actionable guidance for business partners and member-facing teams.
• 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.
• Partner with Compliance, Legal, Quality Control, Quality Assurance, bank partners, and business teams to mitigate compliance risk.
• 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.
• 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.
• Leverage AI-enabled insights to help business partners make faster, better-informed decisions and improve outcomes for members.
• 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.
• Serve as a knowledgeable Compliance presence in meetings with bank partners and business partners by contributing to discussions, answering questions, and identifying compliance considerations.

Core Competencies

• Consumer complaints and complaint-program management and oversight.
• Regulatory knowledge, including the ability to interpret applicable regulations and translate them into practical, risk-based guidance for products, processes, and member experiences.
• Risk identification, escalation, and remediation.
• Executive and business-partner communication and presentation skills.
• Data analysis, automation, and practical application of AI tools.
• Cross-functional collaboration and stakeholder management.
• Process documentation, monitoring, training, and continuous improvement.
• Independent execution and resourcefulness, including taking end-to-end ownership.

To thrive in this role, you have

• 5+ years of compliance experience in fintech, banking, or financial services, including meaningful work supporting consumer financial products and a track record of operating with a high degree of independence
• Direct, hands-on experience with deposit accounts and credit products
• Hands-on experience with consumer complaints and complaint-program management and oversight
• Strong regulatory knowledge, with the ability to interpret applicable regulations and translate them into practical, risk-based guidance for products, processes, and member experiences
• A sharp instinct for risk identification, escalation, and remediation — and the persistence to see issues through to closure
• Experience supporting regulatory exams, bank partner reviews, or internal audits
• Executive and business-partner communication and presentation skills
• Comfort with data analysis and automation, and practical experience applying AI tools to real work
• A collaborative approach to cross-functional work and stakeholder management
• Experience with process documentation, monitoring, training, and continuous improvement
• A bias toward independent execution and resourcefulness, including taking end-to-end ownership from problem to solution
• Comfort working in a fast pace environment that doesn't slow down

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