Senior AVP, Compliance Monitoring & Member Experience

Default Brand; Laurel (MD); Hybrid; USD 133,000 - 166,000; Full time

Benefits offered by this job

Medical benefits

Prescription drug coverage

Dental

Vision

Life insurance (company-paid)

Short-term and long-term disability

401(k) with company match

Employee assistance program

Supplemental benefits

Job summary

Tower Federal Credit Union in Laurel, MD seeks an AVP, Compliance Monitoring, Testing and Member Response to lead the program and drive risk-based monitoring, testing, and the member complaint process. The role includes supervising a team, reporting to senior management, and coordinating with various business units to remediate issues.

Responsibilities include planning, design of testing scripts, and escalation of regulatory concerns, with strong emphasis on data-driven oversight and regulatory

Qualifications

• Bachelor’s degree in business, accounting, finance, or related field; advanced degree preferred.
• Seven to ten years of related compliance, risk, audit, or quality control experience in financial services.
• Experience designing or executing a compliance monitoring and testing program.
• Experience managing or supporting a consumer complaint management program.
• Prior supervisory or team leadership experience.
• Certified in compliance/audit (e.g., NCCO, CRCM, CIA, CFE) preferred.

Responsibilities

• Develops the annual risk-based compliance monitoring and testing plan aligned to risk assessment and regulatory changes.
• Oversees development, review, and approval of monitoring and testing scripts and standards.
• Directs and performs monitoring and testing across deposits, lending, digital, and marketing activities; evaluates results.
• Communicates testing results to leadership and tracks remediation activity to closure.
• Owns the member complaint program including intake, research, response, and escalation of statutory concerns.
• Prepares periodic reporting on monitoring, testing results, complaints, and remediation to senior leadership and Board.

Skills

Compliance monitoring

Testing program design

Regulatory knowledge

Data analysis

Education

Bachelor’s degree in business, finance, or related field

Tools

Microsoft Office Suite

Job description

Tower Federal Credit Union in Laurel, MD seeks an AVP, Compliance Monitoring, Testing and Member Response to lead the program and drive risk-based monitoring, testing, and the member complaint process. The role includes supervising a team, reporting to senior management, and coordinating with various business units to remediate issues.

Responsibilities include planning, design of testing scripts, and escalation of regulatory concerns, with strong emphasis on data-driven oversight and regulatory