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Director of Compliance (Complaint Management)

| Chicago
Why OppLoans?
  • OppLoans is a socially responsible, profitable FinTech company that has grown 2000% over the last 3 years, and is backed by a global investment firm with $100M+ in AUMs.
  • Recent accolades include being named one of the fastest-growing companies in the USA by Inc. Magazine’s list of 500, 3rd fastest-growing startup by Built In Chicago, and 6th best company to work for nationally by Glassdoor.
  • Customers love our product! We have been widely recognized as having the best customer experience in the industry. See what our borrowers are saying on Google and the BBB! 
  • Employees love working here. We have an entrepreneurial and dynamic startup culture that also cares for our employees. Check out our Glassdoor reviews! 

The Opportunity!

We are looking for an experienced and energetic Director of Compliance (Complaint Management) to join OppLoans’ expanding and dynamic Compliance Department. This role will report directly to the Chief Compliance Officer, and the main responsibilities are:
  • Assisting the CCO in implementing our Compliance Management System and Compliance Risk Management Framework.
  • Managing our Consumer Complaint Handling Program, including consumer credit reporting disputes, and implementing improvements to the program.
  • Leading teams of compliance personnel and working closely with diverse business units and management.
  • Oversight of all complaint management process, with a focus on adhering to regulatory guidelines.
  • Manage all levels of complaints and credit reporting disputes, including ensuring proper tracking and reporting of all complaints is being handled by client and loan advocates, research and responses are completed accurately and timely, recovery, action plans and remediation process is in place.
  • Responsible for vendor management of the Complaint Management system, ensuring appropriate utilization, oversight of system and continuous improvements with features/benefits.
  • Responsible for the data integrity of the complaint data utilized for all Executive, Board, and regulatory agency reporting.
  • Responsible for the execution of trending, reporting and root cause analysis of all level of complaints.
  • Correspond with bank partners and conduct periodic reporting on behalf of the executive team.
  • Ensure excellent quality of research and responses.
  • Work with business partners directly via regular scheduled meetings in reviewing their complaint results. Responsible for facilitation of meetings.
  • Ensuring all complaints are categorized in conjunction with regulatory requirements. 
  • Responsible for creating standard operating procedures for all functions within the Complaint Management team.
  • Ensure process and controls are in place and adhered to for all state, federal and agency
  • Other duties as assigned.
Our Ideal Candidate:
  • Bachelor’s degree required. CRCM certification a plus.
  • Relevant experience in regulatory compliance, preferably in consumer finance or fintech company. Prior experience in consumer complaint handling is preferred. Experience at a high-growth start-up is preferred.
  • Strong knowledge of consumer financial regulations, including Truth in Lending Act and Regulation Z, Equal Credit Opportunity Act and Regulation B, Fair Credit Reporting Act, Fair Debt Collections Practices Act, Unfair Deceptive and Abusive Acts or Practices, Telephone Consumer Protection Act, Electronic Funds Transfer Act (Regulation E), Electronic Signatures in Global and National Commerce Act (ESIGN), NACHA Operating Rules and Guidelines
  • Proficiency in root cause analytics, benchmarking analytics and trending analysis
  • Excellent communication skills, verbal and written
  • Good organizational and follow-up skills
  • Excellent problem resolution skills
  • Ability to work in fast-paced environment and meet deadlines with an attention to detail
  • Strong, comprehensive understanding of risk assessments, financial services risk key regulations and current regulatory developments relevant to business knowledge a plus
  • Detail-oriented and self-motivated with the ability to proactively identify issues
  • Proven ability to build strong relationships, working with all levels with both internal and external customers
  • Ability to multitask as well as assess and change priorities
  • Ability to work well individually, and in team structure
  • Experience creating and standing-up new teams and new projects preferred.
  • A “driver” personality; constantly pushing toward clarity and delivery while balancing the need for great cross-team collaboration.
  • Flexibility to work in a fast-paced, high-growth environment and an enthusiasm for learning new areas of law.
  • A passion for improving the lives of consumers through OppLoans products.
  • Humility, integrity and a killer sense of humor; you take your work seriously, but not yourself. 

Competitive salary and benefits package including:

  • Subsidized daily lunches
  • Fully stocked kitchen with healthy snacks and drinks
  • Free health insurance (base plan)
  • Free gym membership
  • 401(k) with OppLoans match
  • Flexible paid vacation policy
  • CTA, Metra, and Divvy benefit program
  • Frequent office events (happy hours, massages, game nights, sports leagues, private yoga sessions, catered breakfasts, etc.)
  • Awesome panoramic office view of Millennium Park and Lake Michigan, with rooftop access.
  • Opportunity to attend conferences and courses to keep your mind sharp
  • Equal opportunity employer
  • Frequent office events (happy hours, massages, game nights, sports leagues, private yoga sessions, catered breakfasts, etc.)
Read Full Job Description

Technology we use

  • Product
  • Sales & Marketing
    • Google AnalyticsAnalytics
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS
    • SalesforceCRM

Location

OppLoans is located in the heart of downtown Chicago, adjacent to Michigan Avenue and across the street from beautiful Millennium Park.

What are OppLoans Perks + Benefits

OppLoans Benefits Overview

Fully stocked kitchen with healthy snacks & drinks available.
Subsidized daily lunches.
CTA & Metra benefit program.
Free gym membership.
Free shuttle passes to Metra stations.
Casual dress policy.
Discounted Divvy memberships.
401(k) match program.
Free OppLoans apparel.
Competitive salary and benefits package.
Fun, fast-paced work environment.
Employee and peer recognition program.
Dynamic start-up culture and environment.
Ability to make an immediate impact in a growth stage company.
Flexible paid vacation policy.
Free health benefit options.
Intramural sports leagues.
Weekly office events (happy hours, massages, game nights, private yoga sessions, catered
breakfasts, etc.).
Dual monitors and stand-up work stations.
Convenient downtown Chicago office located in the heart of the city.
Awesome panoramic office view of Millennium Park and Lake Michigan, with rooftop access.
Equal opportunity employer.

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
OppLoans gym is a state-of-the-art fitness center free to all employees, and provides yoga, kickboxing and pilates classes on site.
Retirement & Stock Options Benefits
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Professional Development Benefits
Job Training & Conferences
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