Director, UDAAP and Complaints (Remote)

Lensa; Sacramento (CA); Remote; USD 163,000 - 250,000; Full time

Job summary

A leading digital bank is seeking a Director for UDAAP and Complaints management. This role involves overseeing compliance programs, analyzing regulatory developments, and providing strategic insights on complaint management. Candidates must have extensive experience in banking compliance and a proven ability to navigate regulatory environments.

Benefits

Competitive portfolio of benefits

Annual discretionary incentive award

Qualifications

• 10+ years of experience in regulatory compliance in a banking environment required.
• 5+ years in UDAAP Programs & Complaints management.
• Experience in implementing UDAAP assessments is a plus.

Responsibilities

• Manage UDAAP and Complaint Programs for regulatory compliance.
• Conduct UDAAP risk analyses for products and services.
• Advise on escalated complaints and ensure effective resolutions.

Skills

Analytical skills

Communication skills

Problem-solving skills

Education

Bachelor’s Degree or equivalent experience

Tools

Microsoft Word

Microsoft PowerPoint

Microsoft Excel

Job description

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Lensa is the leading career site for job seekers at every stage of their career. Our client, SMBC, is seeking professionals. Apply via Lensa today!

Join our mission to create a completely new, 100% digital bank that uses consumer feedback to truly meet customers’ best interests. Jenius Bank, a division of SMBC MANUBANK, and a member of SMBC Group, is being built by a close-knit and fun-loving team of financial services professionals and technology experts who came together for the challenge of building a full-service digital bank from scratch. We’re committed to doing it the right way for the customer and are growing rapidly. To learn more about our relationship to our parent company, visit our website.

The anticipated salary range for this role is between $163,000.00 and $250,000.00. The specific salary offered to an applicant will be based on their individual qualification, experiences, and analysis of current compensation paid in their geography and the market for similar roles at time of hire. The role may also be eligible for an annual discretionary incentive award. In addition to cash compensation, SMBC MANUBANK offers a competitive portfolio of benefits to its employees.

Jenius Bank is strategically scaling up a portfolio of products and building extraordinary experiences. In 2023, we launched our first two products reaching $1 billion in deposits and over $700 million in loans, all before Jenius Bank’s first anniversary. We don’t plan to slow down, with ambitious growth plans and the capital necessary to execute a multi-year strategic plan. We have a start-up mindset paired with SMBC Group’s 400 years of history. SMBC Group has more than 150 offices and 86,000 employees worldwide in nearly 40 countries and is committed to creating new business to better serve customers in the rapidly evolving digital environment. Join us on the journey that has caught the attention of the Banking Dive, and more to reinvent banking where smarter banking translates to a richer life.

Job Summary

The Director, UDAAP/Complaints is responsible for the Unfair, Deceptive, or Abusive Acts or Practices (UDAAP) and Complaints Programs within the Fair and Responsible Banking team of SMBC MANUBANK.

Principal Duties And Responsibilities

• Manage the UDAAP and Compliant Programs for the second line of defense.
• Act as subject matter expert and advise the lines of business, operational areas and Compliance colleagues on matters related to UDAAP and the Complaint Policy and Complaint Management.
• Ensure UDAAP program is designed and implemented to meet regulatory expectations for a large bank.
• Conduct detailed UDAAP risk analyses for each phase of product and service lifecycle.
• Research regulations, staying apprised of regulatory developments related to complaint, UDAAP and fair banking, generally, and assist in impact analysis for respective lines of business.
• Act as primary resource in advising business lines on escalated complaints. Review and opine on customer communications drafted, investigation performed, remediation steps taken to ensure the customer’s concerns have been appropriately addressed, and company complaint procedures and SLAs are adhered to.
• Perform monitoring of the first line of defense complaint process to ensure appropriate root cause analysis is performed and gaps identified are documented in issue tracker system, controls implemented, and risk mitigated.
• Conduct periodic complaint trend analysis across all products and services offered by the bank, prepare and submit monthly reporting to senior management and stakeholders, and provide updates.
• Create monthly dashboards for complaints and UDAAP risks across the enterprise.
• Development and prepare management and Board reporting on applicable program components and metrics.
• Support audit and exam materials.
  
  

Position Specifications

Education: Bachelor’s Degree or equivalent experience in banking and compliance functions.

Experience

• 10+ years of experience with regulatory compliance in a banking environment.
• 5+ years of experience with Unfair, Deceptive and Abusive Acts and Practices Program
• 5+ years of experience in oversight/management of Complaints
• Experience in developing and implementing a UDAAP program, including conducting UDAAP assessments
• Experience in Compliance Advisory
• Experience presenting to management committees and regulators
  
  

Skills/Qualifications

• Excellent analytical and research skills
• High level of professionalism
• Ability to communicate with all levels of management
• Excellent oral and written communication skills
• Proven ability to apply related laws to business practices and identify and assess compliance risk
• Good issue spotting, risk assessment and problem-solving skills
• Team player and self-starter
• Ability to work well with personnel and inspire confidence at all levels of the organization
• Adaptable and flexible workstyle with a proven ability to handle competing demands and priorities
• Able to successfully navigate changing environments and perform in a fast-paced setting
• Proficient in Microsoft Word, PowerPoint and Excel is required
  
  

EOE STATEMENT

SMBC provides reasonable accommodations during candidacy for applicants with disabilities consistent with applicable federal, state, and local law. If you need a reasonable accommodation during the application process, please let us know at [e-mail].

CCPA DISCLOSURE

Personal Information Collection Notice: This notice contains information under the California Consumer Privacy Act (CCPA) about the categories of personal information (PI) of California residents that SMBC MANUBANK collects and the business or commercial purpose(s) for which the PI may be used. We do not sell PI. More information about our collection and use of PI may be found in our CCPA Privacy Policy at https://www.smbcmanubank.com/privacy/ccpa-disclosure . Persons with disabilities may contact our Customer Contact Center toll-free at [phone] to request the information in this Notice in an alternative format.

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  IT Services and IT Consulting

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