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Overview

This is a remote role that may only be hired in the following location(s): California, North Carolina, South Carolina, Arizona

This position manages compliance initiatives and activities that reduce risk and ensure regulatory compliance for the Customer Experience Group . This includes support for the Customer Engagement Centers, Customer Experience Program and Customer Experience Strategy Functions. The position will provide oversight for regulatory initiatives with significant impact on daily processes across interactive voice response, chat, phone, and email servicing channels. Manage program to ensure adherence to Regulatory Requirements, FCB Compliance Standards including but not limited Complaint Management, Regulatory Change Management, Records Management, etc. Leads the analysis and communication of new or changing regulations. Represents compliance efforts on projects. Coordinate with Compliance team/s to assess regulatory and process impacts of change related activities and makes recommendations to address impacts accordingly. The position will manage the reporting on Compliance metrics and oversight of action plans.

The position partners with lines of business to foster open communication and productive relationships throughout the assessment, identification implementation of changes. Provides personal leadership and expertise to ensure policies, procedures, and practices of the Customer Experience Group comply with applicable laws and regulations. Coordinates program-related activities and deliverables to ensure effective collaboration within the team and across stakeholder groups within multiple teams including Enterprise Risk, Enterprise Compliance, Enterprise Stakeholders and Customer Experience Group. Provides primary support for Regulatory Exams. The position is also responsible for maintaining a strong current knowledge of applicable regulations and driving the achievement of compliance objectives for Customer Experience Group.

This position may provide a leadership role or participate on complex projects as the Compliance Subject Matter Expert.

Responsibilities

• Compliance Oversight – Manages and analyzes internal processes and systems for data gaps, discrepancies, or other compliance-related issues. Oversees the implementation of necessary changes to business processes, systems, or programs in accordance with external laws and regulations. Leads the review and execution of enterprise-wide initiatives that ensure regulatory, legal, and risk mitigation compliance.
• Relationship Management - Fosters productive relationships and open communication with management to develop an appropriate compliance culture. Assists the business in understanding their roles in compliance and risk mitigation efforts by serving as the point of contact for daily requests. Establishes and maintains influential relationships to facilitate changes.
• Managerial Functions – Reviews Compliance Reports. Conveys patterns, problems, or areas of improvement. Works closely with management to ensure appropriate changes to policies and procedures to ensure regulatory adherence. Manages the performance, training, and evaluation of assigned staff. Maximizes department achievements by providing professional development. Identifies opportunities to leverage technology that enhances processes, mitigates risks, and improves operational efficiencies.
• Business Support - Partners on the development of key Compliance performance metrics and reporting criteria. Participates in projects related to compliance, legal, and regulatory risk. Monitors business operations and polices for potential regulatory risks. Partners with Customer Engagement Center Risk Management to design and implement control systems for regulatory risks.

Qualifications

Bachelor's Degree and 6 years of experience in Compliance, Legal, Audit, Regulatory Compliance Management, Banking, or other related experience

- OR -

High School Diploma or GED and 10 years of experience in Compliance, Legal, Audit, Regulatory Compliance Management, Banking, or other related experience

Preferred

• Experience as Compliance Manager supporting a Call Center/Contact Center
• Experience working in a cross functional team environment

Skills

• Problem Solving
• Strong skills
• Strong Analytical
• Lead without direct authority
• Proficient with excel and PowerPoint.
• Strong knowledge of industry standards, rule, and regulations

If hired in California, the base pay for this position is generally between $125,250 and $167,000. Actual starting base pay will be determined based on skills, experience, location, and other non-discriminatory factors permitted by law. For some roles, total compensation may also include variable incentives, bonuses, benefits, and/or other awards as outlined in the offer of employment.

First Citizens benefits programs are designed to meet our associates where they are in life. Full-time associates (20+ hours) are offered a comprehensive benefits program, with customized offerings, including those designed to support families, however defined. More information regarding our benefits offerings can be found here: https://jobs.firstcitizens.com/benefits