Lead Consumer Complaints Analyst

CompanyFederal Reserve Bank of San Francisco

We are the San Francisco Fed, public servants with a congressionally mandated mission to advance the nation’s monetary, financial, and payment systems to build a stronger economy for all Americans. We are a community-engaged bank, and we are committed to understanding and serving the vibrant, diverse people of the Twelfth District. That means we seek and appreciate new perspectives. We respect people for what they do and for who they are. We build opportunities to learn and grow. When you join the SF Fed, you become part of a team united in its purpose to promote an economy that works for everyone.

Do you have a passion for public service and a deep sense of camaraderie? If your background includes consumer protection, we need you! We are hiring a Lead Consumer Complaints Analyst within the Consumer Compliance unit. We're looking for someone highly experienced in consumer protection laws and regulations, and has the ability to provide team leadership with the investigation and resolution of Consumer Complaints.

The Supervision and Credit division (S+C) at the Federal Reserve Bank of San Francisco is responsible for the supervision and regulation of state member banks, bank holding companies, savings and loan holding companies, financial holding companies, data service providers, trust companies and foreign banking organizations that operate in the 12th District. We supervise institutions in all states of the District and range in size and complexity from small community organizations to some of the largest banking organizations in the country.

Complaint investigations involve extensive contact with the public and bank personnel, thus requiring the need for discretion and independent discernment. You'll work on a cross functional basis with other partners to ensure that applicable examination staff, points of contact, management, and Board of Governor’s oversight staff are kept abreast of pertinent issues identified through the complaints' function.

Essential Responsibilities:

• Acts as a team lead that requires distribution of responsibilities, communication with Reserve Bank, complainant, and other regulatory liaisons, and examination staff to ensure fair and accurate review of Consumer Complaints.
• Partners with Consumer senior manager to set the strategic and analytic direction of the team, by identifying systemic issues though analysis of the volume, direction, and patterns in complaints received, including identifying concerns to be targeted in examinations and escalating issues to management to address with financial institution staff.
• Reviews and approves high-risk, high-profile complaints and formal responses by the Reserve Bank as part of assigned caseload, including discrimination/fair lending complaints and complaints from other governmental officials or agencies, handling each complaint end-to-end until resolution is reached. 
• Engages with consumers filing complaints via Reserve Bank calls or emails and/or provides guidance to less tenured staff during their interactions with consumers filing complaints, working with individual consumer to complete initial information-gathering and understand the complaint’s details.
• Plays a supporting role in system-wide working groups and initiatives in support of the System’s Complaints function.
• Presents information to external stakeholders and senior Bank and System leaders and facilitates conversations to help inform the future of complaints.  Leads the development of recommendations for actions.
• Mentors and coaches more junior analysts in partnership with management.  Models One Bank Behaviors, including intellectual curiosity and inclusive leadership behaviors, and sets a positive tone in the workplace.

Requirements:

• Bachelor's degree in business administration, financial industry is preferred but an equivalent combination of education and experience is acceptable.
• Typically requires eight or more years of direct or comparable banking, financial industry, or banking supervision experience, including consumer compliance experience in at least some of the following: Regulations E, DD, Z, FCRA, UDAP / UDAAP, Fair Housing Act and/or ECOA.
• Actively works to build consensus among team and gains endorsement on proposed recommendations.
• Leads the process and deliverables of the complaints management program with responsibility for training of analysts, ongoing metrics reporting, distribution of assignments, and achievement of volume objectives.
• In coordination with the Complaints Senior Manager, develops and optimizes best practices for the processing and handling of state member bank (SMB) complaints referred to the FRBSF.
• Partners with the Complaints Manager to design and continuously drive process improvement to maintain a scalable complaints program that can respond to changes in volume and high-risk, high-priority issues and events.
• Provides guidance, interpretations, and support concerning consumer regulations, compliance examination procedures, and other consumer compliance related matters to internal and external partners.
• Proficiency in PC software such as Microsoft Office suite.
• A passion for public service and a deep sense of camaraderie!
• This position requires access to confidential supervisory information, which is limited to “Protected Individuals.” Protected Individuals include, but are not limited to, U.S. citizens and U.S. nationals, U.S. permanent residents who are not yet eligible to apply for naturalization, and U.S. permanent residents who have applied for naturalization within six months of being eligible to do so or who will sign a declaration of intent to apply for naturalization before they begin employment.

#LI-Hybrid

Base Salary Range: Min: $117,800  Mid: $153,000  Max: $188,200 (Location: San Francisco)

Final salary and offer will be determined by the applicant’s background, experience, skills, internal equity, and alignment with geographic and other market data.

At the Federal Reserve Bank of San Francisco, we offer a wonderful benefits package including Medical, Dental, Vision, Pretax Flexible Spending Account, Paid Family Leave Care, Backup Child Care Program, Pretax Day Care Flexible Spending Account, Vacation Days, Sick Days, Paid Holidays, Pet Insurance, Matching 401(k), and an unheard-of Retirement / Pension.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

At the SF Fed, we believe in the diversity of our people, ideas, and experiences and are committed to building an inclusive culture that is representative of the communities we serve. The SF Fed is an Equal Opportunity Employer.

The Bank's ethics rules generally prohibit employees, their spouses/domestic partners, and minor children from owning securities, such as stock, of banks or savings associations or their affiliates, such as bank holding companies and savings and loan holding companies.  Employees in the S+C group also must ensure there are no conflicts of interest related to their previous employment and current financial interests.  S+C employees may be subject to borrowing and deposit restrictions and may need to recuse themselves from certain supervisory work.  Please review Section 5.3 and Appendix B of the Bank’s Code of Conduct to ensure compliance with the Code of Conduct conflict of interest rules and personal investment restrictions.

Full Time / Part TimeFull timeRegular / TemporaryRegularJob Exempt (Yes / No)YesJob CategorySupervisory/ManagementWork ShiftFirst (United States of America)

The Federal Reserve Banks believe that diversity and inclusion among our employees is critical to our success as an organization, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. The Federal Reserve Banks are committed to equal employment opportunity for employees and job applicants in compliance with applicable law and to an environment where employees are valued for their differences.

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