Consumer Compliance Analyst

Job Description

We are seeking a Consumer Compliance Analyst to review escalated consumer complaints and ensure timely, accurate resolution with a consumer-centric approach, emphasizing empathy and transparency. The analyst will identify potential regulatory and legal risks in complaints and escalate them as needed. Sample testing of non-escalated consumer inquiries will be conducted quarterly to confirm proper categorization and handling by the Consumer Support team. You'll analyze complaint trends and root causes to detect systemic issues, collaborating with product, engineering, operations, and legal teams to create preventative solutions. Additionally, regular reporting on complaint performance, insights, and key metrics will be prepared and delivered to senior leadership and stakeholders. Support for quarterly complaint reporting to the Board's Audit and Risk Committee (ARC) and partner banks is required. Responsibilities also include building and maintaining relationships with compliance counterparts at Plaid's customers, managing bi-weekly office hours for Consumer Support to address real-time compliance questions, and conducting calibrations with the Consumer Support team to identify training gaps and ensure adherence to internal policies and procedures.

Qualifications

1. 4-6 years of experience in Compliance, Legal, Risk, or a related function within a regulatory or consumer-facing environment. 2. Experience in Fintech and consumer-focused financial products is preferred. 3. A solid grasp of consumer protection regulations and industry best practices (e.g., UDAAP, CCPA, GDPR, TILA, EFTA) is desirable. 4. Exceptional written and verbal communication skills, including the ability to craft clear regulatory summaries and executive-level reports. 5. Strategic mindset to balance compliance needs, risk management, and consumer experience. 6. Demonstrated ability to collaborate effectively with technical teams, Marketing/Communications, Account Owners, and cross-functional partners to advance compliance initiatives, communicate findings, and drive remediation. 7. Strong analytical and problem-solving capabilities, encompassing trend identification, root-cause analysis, and data-driven recommendations. 8. Self-motivated with a robust sense of ownership. 9. Experience in building or enhancing complaint taxonomy/classification systems. 10. Experience working with partner banks or within a BaaS/program management framework. 11. Experience with QA programs for consumer-facing support teams.

Benefits

- medical - dental - vision - 401(k)