AVP, Compliance Monitoring, Testing and Member Response

The AVP, Compliance Monitoring, Testing and Member Response leads Tower Federal Credit Union’s (Tower) compliance monitoring and testing program and the member complaint program. The incumbent develops the annual risk-based monitoring and testing plan, oversees the design and execution of testing scripts, evaluates results, and partners with business units to develop and track management action plans through remediation. The incumbent also owns the end-to-end member complaint program, including intake, research, response, tracking, root cause and trend analysis, and escalation of potential UDAAP and fair lending concerns. This position provides regular reporting to the VP, Compliance, senior management, the Compliance Committee, and the Board of Directors, and is responsible for hiring, supervising, and developing a team of  Compliance Analysts.

Develops the annual risk-based compliance monitoring and testing plan, aligning scope and frequency to the compliance risk assessment, regulatory change, examination findings, and complaint trends. Presents the plan to the VP, Compliance for approval.

Oversees the development, review, and approval of monitoring and testing scripts to ensure testing methodology, sampling approach, and documentation standards are sound and consistently applied.

Directs and, where appropriate, performs compliance monitoring and testing across consumer deposit, lending, digital, and marketing activities; evaluates results; and determines whether identified exceptions represent isolated errors or systemic control weaknesses.

Meets with business unit leadership to communicate testing results, assists in the development of management action plans, and tracks remediation activity to closure, escalating aging or unresolved items to the VP, Compliance and senior management.

Owns the member complaint management program, including intake, routing, research, response, documentation, and tracking across all channels, including complaints received through the CFPB, NCUA, and state regulators.

Reviews and approves complaint responses for accuracy, tone, regulatory sufficiency, and timeliness, and ensures responses are issued within applicable regulatory and internal service standards.

Performs root cause and trend analysis on member complaints, identifies emerging risk themes, and escalates complaints with potential UDAAP, fair lending, or other regulatory implications for further investigation.

Prepares and delivers periodic reporting on monitoring and testing results, complaint volumes and trends, and remediation status to the VP, Compliance, senior management, the Compliance Committee, and the Board of Directors.

Partners with Internal Audit, Enterprise Risk Management, and Lending, Retail Banking, Digital Banking, and Marketing leadership to coordinate testing coverage, avoid duplication of effort, and support a consistent view of compliance risk.

Supports compliance examinations and internal audits by preparing requested documentation, demonstrating the design and operating effectiveness of monitoring and complaint controls, and coordinating responses to findings.

Contributes to the compliance risk assessment process by providing monitoring, testing, and complaint data that inform inherent risk, control effectiveness, and residual risk conclusions.

Maintains and updates program documentation, including monitoring and testing procedures, complaint program procedures, quality standards, and workpaper retention practices.

Evaluates the impact of regulatory change on monitoring scope and complaint handling requirements and adjusts program coverage accordingly.

Hires, supervises, trains, mentors, and completes performance evaluations for a team of at least two Compliance Analysts, and manages workload allocation across competing priorities.

Identifies opportunities to enhance program efficiency and effectiveness, including the use of data analytics, automation, and reporting tools to expand testing coverage and improve complaint trend identification.

Maintains a high level of compliance expertise, including consumer compliance laws and regulations and a current working knowledge of emerging risks, how they may impact the credit union, and mitigating controls.

Performs related tasks and other projects as assigned.

Bachelor’s degree in business, accounting, finance, or a related field; banking schools and/or an advanced degree preferred.

Seven to ten years of related compliance, risk, audit, or quality control experience in the financial services industry, including direct experience designing or executing a compliance monitoring and testing program.

Demonstrated experience managing or materially supporting a consumer complaint management program, including regulatory complaints.

Prior supervisory or team leadership experience.

Professional certification in compliance or auditing is preferred, such as NCCO, CRCM, CIA, or CFE.

Experience with quality control and quality assurance in a financial institution, with specific experience in deposits and lending, is required.

Experience preparing and presenting compliance reporting to senior management, a committee, or a board.

Or an equivalent combination of education and experience.

Thorough knowledge of key credit union regulations, including ECOA/Reg B, HMDA/Reg C, TILA/Reg Z, RESPA/TRID, FCRA, GLBA/Reg P, Reg E, SCRA, MLA, flood, and UDAAP.

Demonstrated ability to design testing methodology, define sampling approaches, and evaluate whether exceptions indicate isolated errors or systemic control weaknesses.

Ability to define problems, collect and analyze data, establish facts, and draw valid, well-supported conclusions.

In-depth knowledge and experience with data analysis is preferred; ability to use analytics and reporting tools to expand testing coverage and identify complaint trends.

In-depth knowledge of consumer deposit and lending products, services, and delivery channels.

Ability to write clear, well-organized reports, workpapers, procedures, executive summaries, and member-facing complaint responses.

Ability to convey and present information effectively to groups with varying degrees of regulatory knowledge, and to respond to questions from senior management, examiners, and the Board.

Ability to interact tactfully and effectively with all levels of management, regulators, and examiners while maintaining strict confidentiality.

A significant level of trust, credibility, and diplomacy is required. Communications may involve motivating, educating, and/or advising others on matters of significance, and may be of a sensitive or highly confidential nature.

Ability to deliver difficult findings constructively and to sustain productive working relationships with business units under disagreement.

Ability to respond to sensitive inquiries and complaints in a timely, effective manner.

Strong decision-making and leadership skills, including the ability to coach, motivate, and provide constructive feedback to others.

Ability to prioritize diverse assignments, manage competing deadlines, and work independently as well as collaboratively.

Proficiency in computer applications such as the Microsoft Office Suite.

Has knowledge of and adheres to credit union policies and procedures and all regulations related to the Bank Secrecy Act, the USA PATRIOT Act and OFAC.

Ability to work the hours needed which may extend beyond the defined work schedule when operating conditions dictate.

Ability to lift up to 15 lbs., with or without assistance, in compliance with ADA.