Senior Complaint Analyst

Serve as a key contributor to UNFCU’s complaint management program by ensuring adherence to regulatory requirements and internal policies. Monitor, analyze, and provide guidance on complaint-related matters, conduct complaint assessments, prepare reports, and follow up to ensure findings are addressed and validated.

This position is hybrid.

NYC Salary range: $90,390 - $113,040 annually; compensation is commensurate to geographic location.

• Regardless of seniority or role, uphold UNFCU’s mission, core values, and guiding principles by providing an exceptional service experience to colleagues and members alike through consistent demonstration of our service excellence behaviors.
• Interpret and stay current on relevant federal and state regulations affecting the credit union, including but not limited to consumer protection laws (e.g., Reg Z, Reg E), and fair lending practices.
• Review complaints to ensure compliance with various regulatory and legal requirements, identifying and addressing potential risks.
• Support day-to-day operations of the complaint management program.
• Receive, review, and evaluate complaints from various sources (phone, email, online, etc.) to determine their validity and risk.
• Conduct thorough investigations, which may involve interviewing business lines, reviewing documentation (e.g., interaction records), and collaborating with subject matter experts.
• Maintain detailed records of all communications, investigations, and resolutions. This also involves preparing reports and metrics for management reviews and internal/external audits.
• Ensure timely closure and resolution of complaints.
• Analyze complaint data to identify trends, potential product or service issues, and recommend improvements to products, services, or internal processes to prevent recurrence. 
• Perform risk assessments to identify potential compliance risks across different departments, products, services and functions within the credit union.
• Stay informed of regulatory changes, new regulations and internal policy changes in order to further identify new key risk areas.
• Serve as a trusted advisor, providing guidance and support on compliance issues to staff across the organization.
• Act as a liaison during regulatory examinations, preparing documentation, responding to inquiries, and coordinating with examiners.
• Follow up on findings or recommendations from regulatory exams, implementing necessary changes to ensure ongoing compliance.
• Collaborate with various stakeholders, including legal, audit, and business units, to ensure compliance.
• Develop and maintain strong cross-functional relationships, coordinating with teams to accomplish shared objectives.
• Perform additional responsibilities as assigned.
• Ensure compliance with federal and state laws and regulations and UNFCU’s Code of Ethics & Business Conduct.

• Bachelor’s degree, or equivalent experience with a focus on regulatory compliance
• Minimum of 5 years of experience in compliance, audit, operations or a related field at a financial institution, including responsibility for complying with applicable rules and regulations (consumer protection laws and regulation and supervisory compliance examination procedures)
• Experience working in a regulated industry
• Excellent analytical and problem-solving skills
• Proficient in MS Office
• Knowledge of data analytics and reporting tools
• Ability to analyze large datasets for compliance reviews

• Experience with compliance management software and applications
• Knowledge of data analytics and reporting tools
• Ability to analyze large datasets for compliance reviews

UNFCU is a global not-for-profit financial institution that serves the UN community. We are committed to providing peace of mind to our members and colleagues and strive to achieve service excellence in all that we do. The best part of UNFCU is the people. Those that choose to work with us often find personal fulfillment, professional growth and a purposeful culture. 

UNFCU is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. UNFCU prohibits discrimination and harassment of any type. All applicants will be considered for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic