Consumer Compliance Officer

Position Summary

The Consumer Compliance Officer is responsible for overseeing and strengthening the bank's consumer regulatory compliance program across all retail banking products, services, channels, and business activities. This role provides independent compliance oversight, guidance, and challenge to ensure that the bank operates in accordance with applicable federal and state consumer protection laws, regulations, regulatory guidance, and internal policies.

The position serves as a trusted compliance advisor to retail banking leadership and business partners, identifying and assessing consumer compliance risks, monitoring regulatory developments, evaluating business practices, and driving effective remediation of identified compliance issues.

The Consumer Compliance Officer plays a key role in promoting a strong culture of compliance, ensuring fair treatment of customers, protecting consumers, and supporting the bank's strategic objectives while maintaining compliance with regulatory requirements.

Key Responsibilities

• Provide oversight of the bank's compliance with applicable consumer protection laws and regulations governing retail banking activities.
• Maintain working knowledge of applicable regulatory requirements, including:
• Truth in Lending Act (TILA) and Regulation Z.
• Truth in Savings Act (TISA) and Regulation DD.
• Electronic Fund Transfer Act (EFTA) and Regulation E.
• Equal Credit Opportunity Act (ECOA) and Regulation B.
• Fair Credit Reporting Act (FCRA).
• Real Estate Settlement Procedures Act (RESPA) and Regulation X.
• Home Mortgage Disclosure Act (HMDA) and Regulation C.
• Fair Housing Act.
• Unfair, Deceptive, or Abusive Acts or Practices (UDAAP).
• Servicemembers Civil Relief Act (SCRA).
• Fair Debt Collection Practices Act (FDCPA), where applicable.
• Community Reinvestment Act (CRA), as applicable to the role.
• Assess the impact of regulatory requirements on existing and proposed retail banking products, services, processes, and customer interactions.
• Provide compliance guidance and interpretation to business units to support consistent application of regulatory requirements.
• Review customer-facing processes, disclosures, account opening procedures, fee practices, transaction processing, complaints, and servicing activities.
• Identify control weaknesses, regulatory gaps, and potential consumer harm.
• Recommend enhancements to policies, procedures, systems, and controls.
• Track findings and validate the timely and effective implementation of corrective actions.
• Provide compliance oversight of the bank's consumer complaint management program.
• Analyze complaint trends to identify potential regulatory violations, control weaknesses, and emerging consumer risks.
• Escalate significant complaints and potential consumer harm to appropriate stakeholders.
• Assess whether customer complaints indicate broader issues involving product design, disclosures, fees, servicing, or sales practices.
• Promote fair and consistent customer treatment across all retail banking channels.
• Support root cause analysis and remediation activities, including customer restitution where appropriate.
• Serve as a compliance subject matter expert and strategic advisor to retail banking leadership.
• Review new products, services, marketing materials, customer communications, disclosures, and significant process changes.
• Provide compliance input during product development and implementation.
• Support federal and state regulatory examinations, internal audits, and independent compliance reviews.
• Coordinate responses to regulatory and audit inquiries relating to consumer compliance matters.
• Prepare and maintain supporting documentation, policies, procedures, risk assessments, and monitoring results.

Qualifications and Experience

• Bachelor's degree in Business, Finance, Accounting, Law, Risk Management, or a related discipline.
• 4+ years of experience in banking compliance, consumer regulatory compliance, risk management, or a related financial services discipline.
• Demonstrated experience with consumer protection regulations applicable to retail banking.
• Experience conducting compliance risk assessments, monitoring, testing, and regulatory change management.
• Experience supporting regulatory examinations, internal audits, and compliance issue remediation.