Compliance Officer - Consumer Complaints

Complaint Management Compliance Officer

Location : 4910 Tiedeman Road - Brooklyn, Ohio 44144

Job Summary : As part of Key's second line of defense Compliance Risk Management function, the Complaint's Management Compliance Officer is responsible for helping to execute a robust and effective compliance complaints program, collaborating across the three lines of defense to reinforce risk awareness and compliance culture. As a member of the Fair and Responsible Banking ("FARB") team (within Compliance Risk Management ["CRM"]), the incumbent will provide second line of defense testing and monitoring of complaints. Specifically, this role will assist in execution of testing and continuous monitoring to evaluate the Complaints program. Additional monitoring activities may include but not limited to assisting with the review and challenge of complaints, policies, procedures, training program content, issues management, implementation of regulatory changes, reporting routines (executive, regulatory, and governance committees), etc. Moreover, partnering with the LOB while balancing the fiduciary oversight role is important. This role is expected to promote an organizational culture that encourages acknowledgement and recognition of compliance risks and places a high priority on risk management.

Essential Functions

• Serve on a team that provides an independent Second Line of Defense approach to oversee the Complaints Program and evaluation by independently assessing risks and issues; engage with the lines of business to help identify risks, assist with development and execution, provide review and challenge on complaints, and advise on and monitor remediation activities.
• Assists with developing a bank-wide approach to overseeing the Complaints Program, which focuses on identifying, measuring, mitigating, monitoring, and reporting of Complaint Data.
• Utilize data analysis tools and techniques to analyze, quantify, and / or assess complaints and to evaluate controls to identify potential weaknesses and / or control gaps. Provide actionable insights to business partners.
• Remain current on developments in applicable laws, rules, standards, guidelines, and industry best practices.
• Maintain a sound understanding of business strategy, business processes and associated risks with respect to all business units.
• Assist with monitoring and recommend improvements to business processes, which are necessary to meet regulatory changes and further mitigate potential risk exposure to Key from complaints.
• Support the review and challenge of complaints, the new or revised policies procedures, processes, training program content, issues management, implementation of regulatory changes, executive and regulatory reporting routines, etc.
• Provide information for analysis and reporting on complaints, including risk metrics performance, control testing results, remediation plans and status, peer benchmarks, external events, and emerging risks.
• Assist with supporting the LOB on complaint-related regulatory exam and internal audit activities.
• Clearly document and communicate the results or conclusions from any complaint testing and monitoring performed and provide heightened awareness around significant risks and proactive identification, escalation, and remediation of control weaknesses or gap.
• Develop and maintain strong, collaborative relationships with all lines of business, mid to senior level management, other internal clients and peers, and Audit.

Required Qualifications

Compensation and Benefits

This position is eligible to earn a base salary in the range of $71,000.00 - $122,000.00 annually. Placement within the pay range may differ based upon various factors, including but not limited to skills, experience and geographic location. Compensation for this role also includes eligibility for incentive compensation subject to individual and company performance.

KeyBank is an organization collectively committed to helping you unlock your potential and discover what truly drives you. Working here means sharing our purpose to help our clients, colleagues, and communities thrive. You'll find genuinely supportive teammates, a flexible, inclusive work environment, challenging projects, accessible leaders, and opportunities to grow in your position and your career. For 200 years, Key has opened doors in our communities. Let us open one for you.