Complaints Analyst

Complaints Analyst

We're in the financial services industry, but we're not a bank. We're in the "people" business. Inspired by the credit union philosophy of "people helping people," we've developed a strong and growing tradition of investing in our employees, our members, and our community.

OnPoint is the largest community owned financial institution in Oregon and we're growing! Our growth provides great opportunities for you to reach your personal and professional goals. We value enthusiasm, commitment to outstanding performance, and providing opportunities to truly make a difference. If you are looking to join a team of dedicated, collaborative, and passionate individuals, OnPoint is looking for our next Complaints Analyst. We invite you to explore and grow your career with us!

Job Summary

Coordinates complaint investigation reporting activities and projects to ensure timely regulatory compliance and alignment with all internal policies and procedures. This position will coordinate the intake, prioritization, and completion of all complaint responses, and collaborate with all OnPoint Community Credit Union ("Credit Union") departments to identify trends, assess compliance risk, and support our commitment to fair member treatment and regulatory adherence.

Essential Functions

• Facilitate the intake of complaints received by Credit Union business units and assignment of complaints to Complaint Officers based on nature of complain allegations, risk levels, due dates, and other factors.
• Work with management and Complaint Officers to regularly review the member complaint process for areas of improvement. This will include, but is not limited to: ongoing monthly review of the complaint intake process, researching procedures, streamlining and standardizing required Complaint Officer and Enterprise Risk Officer documentation, updating the process for determining the appropriate resolution, and tracking and reporting within the compliance management system.
• Make data-driven recommendations for improvements to policies, processes, and procedures related to complaint management.
• Collaborate with Credit Union departments to ensure thorough and timely complaint investigations and responses.
• Perform monitoring and validation of compliance issue resolution and corrective actions before closure.
• Analyze complaint data to identify trends, systemic issues, and risk areas, providing reports and recommendations to leadership.
• Respond to business unit inquiries about compliance issues, utilizing appropriate sources for accurate research.
• Support internal and external audits and examinations related to compliance and complaint management.
• Perform various administrative tasks related to the closure and communication of complaints to members.
• Prepare complaint reporting for Compliance Department Management, Credit Union executives, and the Board of Directors.
• Stay current on industry standards, trends, and proposed and actual changes relating to relevant compliance topics.

Knowledge, Skills & Competencies

• Thorough knowledge of deposit, lending, and/or regulations affecting the Credit Union.
• Demonstrated knowledge and experience with DNA or similar core operating system, and desktop software tools such as Excel, Access, and Word, to generate accurate and meaningful information and reports.
• Demonstrated excellent oral and written communication skills, and ability to maintain confidentiality.
• Demonstrated strong organizational skills, with the ability to prioritize and coordinate various assignments simultaneously.
• Ability to work independently and function under limited supervision while exercising good judgment, speed, and accuracy.
• Ability to work effectively with various teams, exhibiting strong interpersonal skills.
• Ability to identify necessary tasks, and create and manage a project plan in coordination with other departments.

Minimum Qualifications

• One year exposure in pertinent compliance area(s) and working with related issues and reporting requirements.
• High school diploma or equivalent required

Preferred Qualifications

• Three years exposure in pertinent compliance area(s) and working with related issues and reporting requirements.
• Bachelor's Degree in Finance, Business or related field preferred.
• Bilingual (Spanish) oral and business writing skills preferred.
• Certified Regulatory Compliance Manager (CRCM) certification, Credit Union Compliance Expert (CUCE) designation or NAFCU Certified Compliance Officer (NCCO) designation preferred.

OnPoint employees are rewarded, acknowledged and appreciated! We take care of our Members, and OnPoint takes care of us by offering employees a generous vacation package, incentives, competitive hourly pay, 100% - paid employee medical, dental and vision premiums, Tri-Met / parking passes, 401k matching, tuition reimbursement, and more!

At OnPoint, we believe a workplace that reflects the richness of the world fosters a welcoming and empowering environment for everyone. We're committed to equity and inclusion, and consider all qualified applicants embracing every race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and your unique background.

We encourage you to apply if you're passionate about this opportunity and have the core qualifications. Your unique experiences and skills are what make you a strong candidate. Don't let imposter syndrome hold you back! Our recruitment process is designed to be inclusive and accessible to all. If you need any accommodation(s) during the application or interview stage, please let us know. We're dedicated to providing what's necessary to ensure a fair and inclusive experience.