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Salary: USD 75,000 - 100,000 / annual
Cross River is seeking a Consumer Compliance Analyst to manage complaint escalations and oversight for the bank's fintech partners. The role handles regulatory complaints, reviews draft responses, collaborates on investigations, tracks complaints against regulatory deadlines, and assesses incoming complaints for corrective action needs. You will also review call samples as part of the Call Quality Assurance Monitoring program.
Key responsibilities include responding to regulatory complaints by reviewing files and drafting responses; escalating complex cases to management or specialized departments; assisting in complaint training delivery for fintech partners; maintaining detailed complaint records and investigation documentation; collaborating with internal teams (Fraud, Operations, Legal) to resolve complex complaints; ensuring compliance with applicable laws and regulations; identifying potential issues through complaint case reviews; performing quality reviews of customer-facing activities (calls, chats, emails) to identify compliance procedure failures; recommending corrective actions and process improvements; identifying trends in complaints for management feedback; and ensuring investigations comply with FDIC, NJDOBI, CFPB, and law enforcement requirements.
Required qualifications: 3+ years' experience providing oversight of sales, servicing, and/or collection activities as a compliance analyst, with call and complaint review experience preferred. Strong knowledge of consumer regulations, bank products, FCRA, Regulation E, Regulation Z, and Regulation B/ECOA. Demonstrated ability to identify root causes and suggest corrective actions. Excellent verbal and written communication skills. Strong organizational, analytical, and problem-solving abilities. Experience with consumer and commercial lending, deposits, cards, payments, digital assets, and international payment products is a plus. Fintech experience preferred.
