Risk Analyst II - Complaints (Hybrid - Raleigh, NC)

First Citizens Bank; Raleigh (NC); Hybrid; USD 70,000 - 95,000; Full time

Job summary

First Citizens in Raleigh, NC is seeking a Risk Analyst II for a hybrid role that combines in-office collaboration with flexible remote work. The analyst interprets regulatory changes and assesses their impact on business operations, drafting remediation plans to address gaps and ensuring timely regulatory responses.

The role requires strong analytical skills, solid understanding of compliance, and the ability to manage multiple priorities while working with Compliance and business stakeholders

Qualifications

• Bachelor's Degree and 1 year's experience OR High School Diploma or GED/Equivalent and 5 years' experience in Risk Analytics or Analytics
• Strong regulatory and compliance knowledge
• Excellent written communication skills, including drafting customer-facing correspondence and regulatory responses
• Ability to manage multiple priorities and meet strict regulatory deadlines

Responsibilities

• Analyze and interpret federal, state, and local laws, regulations, statutes, and regulatory guidance to assess impacts on operations.
• Evaluate processes and controls for compliance and identify potential risk areas.
• Develop, implement, and monitor corrective action plans with business leaders.
• Review and document customer complaints to identify regulatory or operational risks.
• Use complaint management systems to categorize, track, and escalate cases per governance.
• Conduct root-cause analysis using documentation, records, and applicable requirements.
• Draft clear, accurate responses to complaints while adhering to SLAs and standards.
• Monitor timelines and ensure timely regulatory and internal responses.
• Assist Compliance with agency inquiries and risk-related requests.
• Identify emerging trends and control weaknesses; propose improvements to reduce risk.
• Maintain documentation supporting investigations per retention rules

Skills

Regulatory Compliance

Detail oriented

Interpersonal skills

Analytical Reasoning

Education

Bachelor's Degree or equivalent

Job description

Overview

This is a hybrid role with the expectation that time working will regularly take place inside and outside of the office located at 100 East Tryon Rd, Raleigh, NC 27603.

The Risk Analyst II supports the organization's compliance and risk management efforts by interpreting regulatory changes, assessing their applicability to business operations, evaluating compliance with regulatory requirements, and documenting implementation plans to address any gaps. This role investigates customer complaints, drafts complaint responses, ensures adherence to established deadlines, and partners with Compliance and business stakeholders to address regulatory concerns, support agency inquiries, and collaborate with business unit leaders to develop and document remediation and implementation plans that promote ongoing compliance.

Responsibilities & Qualifications

Duties & Responsibilities:

• Analyze and interpret federal, state, and local laws, regulations, statutes, and regulatory guidance to assess potential impacts on business operations, policies, and procedures.
• Evaluate departmental processes and controls to determine compliance with applicable regulatory requirements and identify areas of potential risk or non-compliance.
• Partner with business unit leaders and stakeholders to develop, implement, and monitor corrective action plans to address identified compliance gaps and mitigate regulatory risk.
• Review, investigate, and document customer complaints to identify potential regulatory, compliance, legal, operational, or reputational risks requiring escalation.
• Utilize complaint management systems to accurately categorize, track, and elevate complaints to Compliance in accordance with established governance processes.
• Perform thorough research and root-cause analysis of customer allegations by reviewing account documentation, system records, policies, procedures, and applicable regulatory requirements.
• Draft clear, accurate, and well-supported responses to customer complaints while ensuring adherence to applicable regulatory standards, internal policies, and service-level agreements (SLAs).
• Monitor complaint resolution timelines and proactively manage case inventories to ensure regulatory and internal response deadlines are consistently met.
• Assist Compliance with agency complaints and other risk-related inquiries.
• Identify emerging complaint trends, regulatory concerns, and control weaknesses; communicate findings and recommend process improvements to reduce risk exposure and enhance customer experience.
• Maintain detailed documentation supporting complaint investigations in accordance with record retention requirements.

Qualifications:

• Bachelor's Degree and 1 years' experience OR High School Diploma or GED/Equivalent and 5 years' experience in Risk Analytics or Analytics

Preferred Qualifications:

• Strong understanding of regulatory compliance, risk management, complaint handling, and issue management practices.
• Demonstrated ability to interpret complex laws, statutes, regulations, and regulatory guidance and translate requirements into actionable business processes and controls.
• Strong analytical, investigative, and problem-solving skills with the ability to identify root causes and propose practical solutions.
• Excellent written communication skills, including experience drafting customer-facing correspondence, executive summaries, and regulatory responses.
• Experience working with Compliance and business stakeholders in a highly regulated environment.
• Ability to manage multiple priorities, meet strict regulatory deadlines, and operate effectively in a fast-paced environment.

Skills:

• Regulatory Compliance
• Detail oriented
• Interpersonal skills
• Analytical Reasoning

Additional Information

This job posting is expected to remain active for 7 days from the initial posting date listed above. If it is necessary to extend this deadline, the posting will remain active as appropriate. Job postings may come down early due to business need or a high volume of applicants.

Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.