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.