Complaints Compliance Officer

About this role

ABOUT US

Coastal is at the forefront of modern banking, combining strong financial infrastructure with cutting-edge Banking-as-a-Service (BaaS) and fintech enablement strategies. We support not only individuals with their personal banking needs; we also empower businesses by integrating modern banking technology that drives growth, flexibility, and innovation.

At Coastal, we think and move like entrepreneurs; focused on impact, speed, and continuous improvement. We believe in working smart, collaborating deeply, and building solutions that unlock real potential. If you're someone who thrives in a fast-moving environment, loves solving complex problems, and wants to help shape the future of banking, we’d love to meet you.

Check out our video here https://www.youtube.com/watch?v=UCWaDxFnla8&ab_channel=CoastalCommunityBank!

OVERVIEW

The Complaints Compliance Officer I is responsible for helping oversee a robust and effective compliance complaints program at the Bank, collaborating across the three lines of defense to reinforce risk awareness and compliance culture framework that supports the identification, measurement, reporting, and management of Bank-wide Compliance related opportunities and risks. Key Responsibilities include reviewing and approving complaints responses, identifying the root causes of complaints, responding, and remediating appropriately, assisting team in development, and reporting trends to key stakeholders.

Job Duties

- Respond to complaints (Regulatory Agency, Direct from Customers, etc.) accurately, thoroughly and timely. Identify potential regulatory risks while responding to complaints, formulate recommendations, and escalate internally, as needed. Work directly with regulators to respond to complaints and resolve escalated regulatory complaint issues.

- Monitor the complaint inbox/feeds for new complaints daily to ensure all complaints are responded to prior to their deadline.

- Open complaint cases utilizing a GRC tool for each new complaint, document the account and include all relevant information and documents

- Prepare trend and root cause analysis to identify potentially regulatory issues. Prepare reporting related to regulatory complaints including monthly, quarterly and ad hoc reporting.

- Develop internal processes, procedures, and job aids

- Support analysts in complex matters providing coaching.

- Assist on Compliance projects as assigned.

- Assist with requests from outside regulators and internal audit.

- Maintain proficient knowledge of the rules and regulations, including but not limited to, Regulation E, Truth in Savings Act, Unfair, Deceptive or Abusive Acts or Practices (UDAAP), FACTA, Reg Z-Truth in Lending, Reg B-Equal Credit Opportunity Act, Fair Credit Reporting Act.

- Builds and maintains strong relationships with key stakeholders and team members.

- Provide internal service in accordance with Coastal Core Values.

- Because we are a rapidly changing organization, there will be other duties as assigned.

QUALIFICATIONS

- Ability to read, analyze and interpret governmental laws, regulations, and regulatory guidance.

- Strong investigative, problem-solving, and critical thinking skills and ability to provide workable recommendations and solutions.

- Ability to perform multiple tasks and priorities to meet deadlines.

- Ability to exercise independent judgement and perform complex analytical work independently.

- Strong verbal and written communication skills with ability to summarize issues, articulate complex concepts clearly, create reports effectively, and interact with variety of individuals within all levels of the department and the financial institution.

- Must possess initiative, be a self-starter, have exceptional organizational skills and a high attention to detail and accuracy.

- Solid knowledge with standard computer applications including Windows Office suite, e.g. Microsoft Word, Excel, PowerPoint, SharePoint.

EDUCATION & EXPERIENCE

- 5+ years of financial services compliance related experience in complaint management.

- Proficient knowledge of financial services, deposit, privacy and lending compliance laws and regulations.  

HOW YOU’LL THRIVE AT COASTAL

- Be the Best – Communicate effectively, pay close attention to detail, and prioritize your personal development.

- Be Relentless – Thrive in a goal-oriented environment exercising both patience and persistence. Advocate for our customers and team members and strive to promote the Coastal Difference.

- Be Un-Bankey – Be a forward thinker with a creative mindset. Build long-lasting relationships promoting the Coastal Difference, built on a foundation of integrity, honesty, and trust.

- Embrace Gray Thinking – Use sound judgment while decision-making and problem-solving. Think outside the box.

- Stay Flexible – Organize and strategize effectively while always being prepared to adapt on the fly. Seek efficiencies for Coastal to work smarter, not harder.

- Take Care of Each Other – Understand what it means to be a true team player and have your teammate's back. Practice self-awareness and build your emotional intelligence.

BEING YOU AT COASTAL

Coastal is an equal opportunity employer. We are committed to providing a workplace free from discrimination and harassment. All employment decisions are based on merit, qualifications, and business needs. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, or any other protected status under applicable laws.

BENEFITS WE OFFER

We’re proud to offer a comprehensive benefits package designed to support your health, financial well-being, and work-life balance. Our offerings include:

- Medical Coverage: Choose from three competitive medical plans to find the coverage that best fits your needs and lifestyle.

- Health Savings Account (HSA): Available with eligible medical plans, offering tax

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