Director, UDAAP and Complaints (Remote)

JOB SUMMARY:

The Director, UDAAP/Complaints is responsible for the Unfair, Deceptive, or Abusive Acts or Practices (UDAAP) and Complaints Programs within the Fair and Responsible Banking team of SMBC MANUBANK. 

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Manage the UDAAP and Compliant Programs for the second line of defense.
• Act as subject matter expert and advise the lines of business, operational areas and Compliance colleagues on matters related to UDAAP and the Complaint Policy and Complaint Management.
• Ensure UDAAP program is designed and implemented to meet regulatory expectations for a large bank.
• Conduct detailed UDAAP risk analyses for each phase of product and service lifecycle.
• Research regulations, staying apprised of regulatory developments related to complaint, UDAAP and fair banking, generally, and assist in impact analysis for respective lines of business.
• Act as primary resource in advising business lines on escalated complaints.  Review and opine on customer communications drafted, investigation performed, remediation steps taken to ensure the customer’s concerns have been appropriately addressed, and company complaint procedures and SLAs are adhered to.
• Perform monitoring of the first line of defense complaint process to ensure appropriate root cause analysis is performed and gaps identified are documented in issue tracker system, controls implemented, and risk mitigated.
• Conduct periodic complaint trend analysis across all products and services offered by the bank, prepare and submit monthly reporting to senior management and stakeholders, and provide updates.
• Create monthly dashboards for complaints and UDAAP risks across the enterprise.
• Development and prepare management and Board reporting on applicable program components and metrics.
• Support audit and exam materials.

POSITION SPECIFICATIONS:

Education:    Bachelor’s Degree or equivalent experience in banking and compliance functions.  

Experience:

• 10+ years of experience with regulatory compliance in a banking environment. 
• 5+ years of experience with Unfair, Deceptive and Abusive Acts and Practices Program
• 5+ years of experience in oversight/management of Complaints 
• Experience in developing and implementing a UDAAP program, including conducting UDAAP assessments
• Experience in Compliance Advisory
• Experience presenting to management committees and regulators

Skills/Qualifications:

• Excellent analytical and research skills 
• High level of professionalism
• Ability to communicate with all levels of management
• Excellent oral and written communication skills 
• Proven ability to apply related laws to business practices and identify and assess compliance risk
• Good issue spotting, risk assessment and problem-solving skills
• Team player and self-starter
• Ability to work well with personnel and inspire confidence at all levels of the organization
• Adaptable and flexible workstyle with a proven ability to handle competing demands and priorities
• Able to successfully navigate changing environments and perform in a fast-paced setting
• Proficient in Microsoft Word, PowerPoint and Excel is required