We are hiring a candidate who pays precise attention to regulations, policies, and potential risks and an effective communicator to be a part of our Global Operational Risk Governance
team, which is part of Consumer Services and Inside Sales (“CSIS”). The incumbent will be mainly responsible to handle Global English partners from a Risk Governance standpoint. The Compliance Specialists supports attainment of business objectives by identifying, tracking, analyzing, and reporting key risk indicators, business impacting metrics thereby driving process improvements, performance enhancements, and improve customer the experience. Also requires performing support failure & fraud investigation by providing a detailed summary report on each instances investigated which will help the relevant stakeholders to provide better customer experience.
As a Sr. Compliance Analyst, you will be required to build strong working relationships,
with your peers & stakeholders spanning across various geographies, which will enable you to easily extract request requirements, understand existing process & application; and anticipate future needs. The team handles sensitive cases and critical subjects.
Responsibilities:
- Be the point of contact for global operational risk governance team handling Global English partner and internal stakeholders with regards to Global English customer issues, mainly around the metrics impacting customer
- Invest sufficient time with both internal and external stakeholders to drive process level improvements; consolidation of feedback & driving positive change globally.
- Perform and control the full audit cycle including risk management and control management over operations’ effectiveness, financial reliability and compliance with all applicable directives and regulations.
- Understanding key support operational processes and ability to translate to drive key business decisions (e.g., Process Alignment, Pilot expansion, etc.) based on objective data points.
- Oversee risk and compliance aspects of customer complaints, escalations, and regulatory inquiries
- Analyze complaint trends to identify root causes, emerging risks, and control gaps
- Support responses to CFPB, state regulator, BBB, and executive-level complaints
- Partner with Operations and Product teams to drive remediation and preventive actions Obtain, analyze and evaluate process document, previous reports, data, flowcharts etc.
- Prepare and present reports that reflect investigation results and document process.
- Act as an objective source of independent advice to ensure validity, legality, and goal achievement.
- Identify process gaps and recommend risk aversion measures and cost savings.
- Maintain open communication with management and audit committee.
- Document process and prepare audit findings memorandum.
- Conduct follow up audits to monitor management’s interventions.
- Engage to continuous knowledge development regarding sector’s rules, regulations, best practices, tools, techniques, and performance standards
- Manages ad-hoc work requests and effectively prioritizes work based on business value.
- Ensure support center activities comply with applicable regulations, including:
- UDAAP
- TILA, ECOA, FCRA (as applicable to servicing)
- State servicing and consumer protection requirements
- Review customer support scripts, disclosures, and workflows to ensure accuracy, clarity, and fairness
- Advice on regulatory expectations related to customer communications and servicing practices
- Certification in Six Sigma, ISO 9001:2008, CMMI-SVC, CRCM, CRCMP, CAMS will be an added advantage.
- Transactional Monitoring to be performed whenever its required.
Qualifications and skills:
- An international company background with 5 – 7 years of experience working in a Global Environment
- A bachelor’s degree or equivalent experience in business Operations that meets the requirement for a business operations analyst.
- The candidate should possess good technical and presentation skill.
- Possess excellent written and verbal communication skills.
- Possess a very sharp analytical mind and logical/ statistical approach to work.
- Further, candidate should have exposure with Compliance (Risk Governance) audits and delivering coaching/ feedback sessions.
- Experience supporting digital-first or fintech customer support environments
- Familiarity with CFPB complaint management and regulatory exam expectations
- Experience with outsourced or third-party support center oversight
- Should be a very good Team player and should be able to blend and work well with multicultural peers. And ability to drive positive change individually.
- Should be open to Flexible job timings, including prolonged periods of Night Shifts and be also open to travel.
- Proven working experience as Internal Auditor or Senior Auditor
- Should have an ability and skill to perform complex mathematical computation.
- Should be good at written and oral presentation skills.
- Should be proficient in computers, especially in Microsoft Word, Excel, PowerPoint, and other related audit software.
- Should have an ability to identify the audit problems and take corrective action.
- Should be able to develop and maintain positive working relationships with the clients and the employees within an organization.
Success Factors
- Ownership, Action Oriented, Customer Obsession, Interpersonal Savvy, Priority Setting, Problem-Solving, Decision-Making skills, Time Management, Innovation, Self-Driven, Dealing with Ambiguity, Adaptability to Change
Preferred
- Experience supporting digital-first or fintech customer support environments
- Familiarity with CFPB complaint management and regulatory exam expectations
- Experience with outsourced or third-party support centre oversight
- Professional certifications (CRCM, CRCMP, CAMS, Six Sigma, or similar)
Key Competencies
- Customer-centric risk mindset
- Strong judgment in high-volume, high-visibility environments
- Ability to influence frontline and operational leaders
- Data-driven approach to identifying and mitigating risk
- Comfort operating in fast-paced, evolving environments
Gen is proud to be an equal-opportunity employer, committed to diversity and inclusivity. We base employment decisions on merit, experience, and business needs, without considering race, color, national origin, age, religion, sex, pregnancy, genetic information, disability, medical condition, marital status, sexual orientation, gender identity or expression, military or veteran status, or other unlawful factors. Gen prohibits discrimination based on these protected characteristics and recruits talented candidates from diverse backgrounds.
We consider individuals with arrest and conviction records and do not discriminate against employees for discussing their own pay or that of other employees or applicants. Learn more about pay transparency.
To conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.
