Fintech Complaints & Compliance Leader

CAPITAL COMMUNITY BANK; Youngstown (OH); On-site; USD 90,000 - 120,000; Full time

Job summary

CAPITAL COMMUNITY BANK is seeking a Compliance Manager to oversee agency complaints across fintech programs, ensuring timely, well-documented handling and accurate recordkeeping. The role requires coordinating with Compliance Leadership, SMEs, and regulators to maintain compliant operations at the Corporate Office or designated site.

You will manage complaints intake, tracking, routing, and responses, while also supervising CMS implementation, audits, and due diligence activities.

Qualifications

• Familiarity with regulatory bodies such as the FDIC, UDFI, state Attorneys General, state banking regulators, and/or other agency complaint channels.
• Strong organizational and project management skills, with demonstrated ability to manage multiple deadlines simultaneously.
• Excellent written communication skills, with experience drafting formal regulatory or consumer-facing correspondence.
• Strong cross-functional communication skills, with experience coordinating across legal, compliance, operations, and external programs.
• Possess a strong knowledge of laws, regulations, supervisory guidance, and industry best practices applicable to the SP program.
• Risk Assessment: must have experience in the risk assessment process and translating results into monitoring actions.
• Three plus years of experience managing fintech programs.

Responsibilities

• Receive, log, and triage complaints submitted by regulatory bodies and route to SMEs for investigation and substantive responses.
• Track regulatory complaint deadlines and coordinate with SMEs to ensure timely submissions to regulators and consumers.
• Collaborate with Compliance Leadership, Program Management, Fintechs, and stakeholders to manage day-to-day complaint handling.
• Draft, maintain, and update complaint policies, procedures, and response templates to reflect regulatory expectations.
• Serve as system administrator for the complaints management platform and liaise with vendor on reporting capabilities and enhancements.
• Oversee CMS for Fintech program in accordance with CMS requirements.
• Coordinate and assist in examinations, reviews, and audits.
• Monitor complaint management, issues, early warning, fair lending reviews, and other assigned activities.

Skills

Regulatory knowledge

Project management

Regulatory writing

Cross-functional collaboration

Communication skills

Risk assessment

Education

Bachelor’s degree or equivalent experience

Job description

CAPITAL COMMUNITY BANK is seeking a Compliance Manager to oversee agency complaints across fintech programs, ensuring timely, well-documented handling and accurate recordkeeping. The role requires coordinating with Compliance Leadership, SMEs, and regulators to maintain compliant operations at the Corporate Office or designated site.

You will manage complaints intake, tracking, routing, and responses, while also supervising CMS implementation, audits, and due diligence activities.