Compliance Analyst

CAPPS LLC; Colorado Springs (CO); On-site; USD 55,000 - 85,000; Full time

Job summary

CAPPS LLC is seeking a Compliance Analyst – Consumer disputes and complaints to manage and remediate consumer complaints in line with regulatory requirements and internal policies. The role collaborates with operations, client services, and compliance to investigate issues, identify trends, and support remediation and reporting.

The ideal candidate will have strong analytical abilities, excellent communication skills, and proficiency in Excel.

Qualifications

• High school diploma or equivalent; a degree is preferred but not required.
• Strong analytical abilities to assess complaints and identify root causes.
• Excellent written and verbal communication skills.
• Proficient with Microsoft Excel and the Microsoft Office suite.
• Detail-oriented with strong organizational skills.

Responsibilities

• Review, investigate, and resolve consumer complaints in compliance with laws and regulations.
• Ensure timely and accurate responses to complaints from multiple channels.
• Analyze complaint data to identify trends and potential issues.
• Support compliance monitoring, testing, and audits related to complaints.
• Collaborate with business units and staff to improve resolution processes.
• Develop procedures and training to enhance complaint handling.
• Stay updated on regulatory changes and best practices for consumer complaints.

Skills

Analytical skills

Written & verbal comms

Detail oriented

Problem solving

Prioritization

MS Excel

Education

High school diploma or equivalent

Tools

Microsoft Excel

Job description

Job Summary:

The Compliance Analyst – Consumer disputes and complaints is responsible for managing and remediating consumer disputes and complaints in accordance with regulatory requirements, internal policies and procedures, and the Firm’s client’s requirements. This role includes reviewing and investigating consumer complaints and disputes, ensuring timely and accurate responses, and identifying trends or systemic issues that may pose compliance risks. The analyst works closely with operational, call monitoring, client services, and compliance departments. Additionally, the analyst contributes to root cause analysis, continuous improvement efforts, and compliance reporting to support a strong consumer protection framework.

Essential Duties and Responsibilities:

This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities as management may deem necessary.

• Review, investigate, and resolve consumer complaints and disputes in compliance with application laws and regulations.
• Ensure timely and accurate responses to complaints received through various channels.
• Analyze complaint data to identify trends, root causes, and potential compliance issues.
• Support compliance monitoring and testing related to complaint handling.
• Assist in internal and external compliance reports and audits.
• Collaborate with business units and employees throughout the Firm.
• Contribute to the development of procedures and training to improve complaint resolution processes.
• Stay informed of regulatory changes and industry’s best practices affecting consumer complaint management.

Required Skills/Abilities:

• Strong analytical skills to assess complaint details, identify issues, and determine root causes.
• Excellent written and verbal communication skills for drafting responses and communicating with stakeholders.
• Detailed oriented with organizational skills to manage multiple files, meet deadlines, and prioritize tasks.
• Problem solving mindset with the ability to recommend and support effective corrective actions.
• Able to manage shifting priorities in a fast-paced, result-driven environment.
• Proficient in the Microsoft Suite of products (especially Excel).

Education and Experience:

High school diploma (or equivalent) is required; degree preferred but not required.

Physical Requirements:

Prolonged periods of sitting at a desk and working on a computer.