Complaints Compliance Analyst

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 As a Compliance Analyst II in Complaints, you will play a critical role in safeguarding Coastal’s regulatory integrity. You will independently review and respond to complex complaints—whether from regulatory agencies or direct customer inquiries—ensuring our bank and fintech partners adhere to legal and compliance standards. With a keen eye for risk and a proactive approach, you will help mitigate exposure by identifying patterns, ensuring timely resolutions, and upholding compliance best practices. ***The hiring range for this role is $77,500-$83,000. We intend to hire in the first third of the listed salary range*** RESPONSIBILITIES TO INCLUDE - Independently draft and review responses to complex complaints from regulatory agencies and customers for Core Bank and CCBX fintech partners, ensuring compliance and identifying potential regulatory risks. - Formulate recommendations and escalate issues internally when necessary. - Provide independent and objective challenge to risk management practices, ensuring effectiveness and alignment with regulatory expectations. - Manage case queues, track aged complaints, and ensure SLA compliance through data-driven interventions. - Monitor all open complaints daily to guarantee responses are submitted before regulatory deadlines. - Adhere to internal processes, procedures, and job aids, supporting accurate and consistent complaint resolution practices. - Assist with requests from outside regulators and internal audit teams, ensuring thorough documentation and compliance with applicable laws. - Maintain proficient knowledge of consumer protection regulations, including but not limited to Reg E, Truth in Savings Act, UDAAP, FACTA, Reg Z (Truth in Lending), Reg B (Equal Credit Opportunity Act), and the Fair Credit Reporting Act. QUALIFICATIONS - Strong analytical and problem-solving skills with the ability to assess risks and recommend corrective actions. - Exceptional written and verbal communication skills, with ability to summarize issues, articulate complex concepts clearly, create reports effectively, and draft clear, compliant, and well-supported responses to individuals across our financial institution and beyond. - Ability to exercise independent judgement, and perform complex analytical work independently, prioritize tasks, and manage competing deadlines in a fast-paced environment. - Must possess initiative, be a self-starter, have exceptional organizational skills and a high attention to detail and accuracy. - Effective collaboration skills, working across Compliance, Risk, and Customer Support teams. EDUCATION/EXPERIENCE - 3+ years of relevant experience in banking compliance, regulatory risk, or fintech-related complaints handling, with 2+ years of experience in complaint management. - Strong understanding of consumer financial protection laws and regulatory frameworks in banking and fintech. - Bachelor’s degree, OR an equivalent combination of education and relevant experience. - Advanced proficiency in Microsoft Excel (data analysis, pivot tables, and managing complex spreadsheets for tracking complaints and regulatory responses); intermediate profic…