At Gesa, we believe in the power of our people. Coming from all walks of life, our team members’ individual stories and unique experiences are our most valuable asset. But it’s how we come together, igniting our collective compassion and commitment to empowering our communities, that makes us succeed. Because we know we go further when we go together.
Here you can join a team who is passionate about serving others, has a desire to do good, and shares a deep love of people. You can engage in meaningful work that impacts your community. You can challenge yourself and grow in your career. And, you can rest assured that your wellbeing and prosperity are our priority.
Get to know us: About - Gesa Credit Union
Role Summary:
As part of Gesa’s second line of defense, the Compliance Department - the Complaint Management Specialist is responsible for helping to execute a robust and effective Complaint Management Program, collaborating across three lines of defense to reinforce risk awareness and a compliance culture. This role will assist the VP of Compliance in gathering data to create strategic and tactical recommendations to Sr. Level Executives regarding the member experience. The Complaint Management Specialist reports directly to the VP of Compliance.
What You Will Be Doing: Maintain a credit union wide approach to overseeing the Complaint Management Program which focuses on identifying, measuring, mitigating, monitoring and reporting complaint data Review complaints, assign them to appropriate internal stakeholders, review complaint responses, mount an effective challenge to business or first line complaints team responses as needed, and identify any potential regulatory issues or process improvements Monitor and analyze complaints to understand trends, particularly for issues that could lead to member harm, identify any potential regulatory issues or process improvements, and prepare regular reporting Utilize data analysis tools and techniques to analyze, quantify, and/or assess complaints to evaluate controls for identification of potential weaknesses and/or control gaps Identify, input and track compliance findings within the credit union’s Compliance Management System platform and work with business owners to remediate the findings Provide insights and recommendations into process improvements, enhancements, and policy changes to reduce the recurrence of complaints. Work with partners and stakeholders to implement such enhancements Collaborate with the other business units (or first line of defense teams) to advise, educate, and enhance the complaint review process, as appropriate Maintain a sound understanding of business strategy, business processes, and associated risks with respect for all business units Remain current on developments in applicable laws, rules, standards, guidelines, and industry best practice Assist with monitoring and recommend improvements to business processes which are necessary to meet regulatory changes and further mitigate potential risk exposure to the credit union Support the review and challenge of complaints, 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 VP of Compliance, Regulatory Compliance Manager/Team Leader, and Internal Audit with compliance audits and examinations as needed 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 gaps Develop and maintain strong, collaborative relationships with all lines of business, mid to senior level management, external vendors, and Internal Audit Develop and maintain expert level knowledge of Gesa’s core operating systems, service channels, data warehouse, and member complaint and business analysis software tools Attend credit union training sessions, conferences, and seminars as authorized to expand knowledge of the complaint management function Maintain all sensitive data with the highest standard of confidentiality and professionalism. Consistently display respect for all areas of diversity and levels of knowledge
About You: Bachelor’s degree in a business-related field required Minimum three (3) years of compliance, risk, or operations experience Experience with investigating and responding to regulatory complaints within the financial institution industry is preferred with strong knowledge of applicable regulations, and a strong focus on risks and controls Knowledge of internal controls, compliance testing and monitoring processes (including analytics), and applicable techniques for implementation of regulatory compliance requirements and compliance processes Experience making presentations, utilizing presentation equipment, and maintaining tact and diplomacy when communicating Proficiency with standard office equipment and computer software programs utilized in required duties Proficiency with electronic and mobile banking channels and computer software programs utilized to access these channels Some travel is required to complete credit union training, attend employee meeting and events, and to fulfill duties and responsibilities.