Compliance Support Specialist - Contact Center at Flagstar Bank, N.A. in Lansing, Michigan

Job Description:

Position Title
Compliance Support Specialist - Contact Center

Location
Work From Home United States

Job Summary
The Compliance Support Specialist will be responsible for conducting self-tests to ensure that the Customer Engagement Center procedures and practices remain in accordance with best practices and/or local, state, and federal laws. The Compliance Support Specialist is also responsible for compiling and distributing completed self-test analysis reports for several Customer Engagement Center teams. In addition, the Compliance Support Specialist will lead and/or assist with various compliance functions including internal and external audit requests, information management and third party management.

Pay Range: $38,700.00 - $54,900.00 - $71,100.00

Job Responsibilities:

Create, Conduct, Distribute, and Follow Up on Customer Engagement Center Self-Tests

• Complete daily, weekly, bi-weekly, monthly, quarterly, and annual self-tests for Customer Engagement Center teams.


• Compile and distribute self-test analysis reports following each self-test with key findings, error rates, performance trending, recommendations, and leadership action plans.


• Collaborate with leadership and support teams to ensure completion of tasks identified within leadership action plans.


• Support ongoing self-test results improvement through educational initiatives to include material development and deployment via multiple channels (e.g., new hire presentations, emails, surveys, etc.).


• Manage and maintain the self-test tracking database.


• Track and report on improvements instituted as a result of self-test efforts.


• Create procedures for new self-tests as needed in response to Customer Engagement Center leadership requests, Internal Audit Department, or regulatory examination directive.


• Support the monitoring of Compliance KPIs at the department, supervisor and agent level.


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• Participate in monthly and/or quarterly meetings with department leadership to identify new self-test needs and creatively address those needs.

Fulfill Internal and External Audit Requests

• Review incoming audit requests, determine affected Customer Engagement Center stakeholders, and chair introductory meeting to share the purpose of the audit and assign audit responsibilities.


• Collaborate with audit requestor to clarify audit request details and convey information to stakeholders.


• Participate in audit/examination meetings and collaborate with stakeholders to document action plans and ensure completion of tasks identified.


• Author audit responses for compliance and risk-related audit requests.


• Assess stakeholder audit responses for completeness and accuracy, obtaining modified responses as needed.


• Compile finalized audit responses and documentation, obtain Customer Engagement Center Director sign-off and submit.


• Maintain audit database to track audits completed, timeframes, and data, materials, responses provided.

Manage the Information Management Process for the Customer Engagement Center

• Serve as a Flagstar Information Retention Associate (FIRA) on behalf of the Customer Engagement Center.


• Act as a subject matter expert (SME) in partnering with and/or assisting other Flagstar Information Retention Associates (FIRAs) within the Customer Engagement Center as they manage the creation and ongoing maintenance of Customer Engagement Center records inventories.


• Assist the CEC Flagstar Information Management Associate (FIMA) in maintaining the Customer Engagement Center Information Management Program in compliance with the Corporate Information Management Program.


• Manage the creation and ongoing maintenance of Customer Engagement Center records inventories.


• Partner with the Senior Compliance Support Specialist, leadership team, and Corporate Information Manager to understand Information Management responsibilities and ensure that the Customer Engagement Center is in alignment with expectations.


• Provide continuing education to the Customer Engagement Center about Information Management, including its purpose and employees' subsequent responsibilities for remaining in compliance.

Oversee the Third Party Management Function for the Customer Engagement Center

• Represent the Customer Engagement Center in weekly third party risk management meetings, clarifying third party impacts on customers and/or the Customer Engagement Center.


• Provide third party review recommendations to Customer Engagement Center leadership, communicating final review decisions and required documentation for review.


• Participate in third party review meetings to include Customer Engagement Center leadership and business unit relationship owner, provide ratings recommendations, consolidate leadership comments, and perform follow-up on any outstanding concerns.


• Assist with the completion of required review documentation and provide to third party risk management according to due dates.


• Partner with the Senior Compliance Support Specialist to document and track the completion of any required third party enhancements.


• Partner with the Senior Compliance Support Specialist to maintain the Customer Engagement Center's third party process, tracking, and review documentation.

Support Personal and Team Development

• Become a subject matter expert in at least one content area (General Servicing, Default Servicing, Origination, or Banking) and have working knowledge of the remaining content areas.


• Prepare supplemental documentation needed to assist management in decision making.


• Document and maintain procedures for all job functions.


• Maintain ownership of compliance owned resources; collaborate with leadership and business partners to make required modifications and communicate changes.


• Maintain and respond to inquiries received via the compliance support inbox.


• Attend and successfully complete departmental and corporate trainings.


• Perform other duties as assigned.


• Regularly undertake self-development activities (e.g., workshop participation, industry associations, skill-based development, etc.).


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Adhere to all REGULATORY AND COMPLIANCE issues linked to the job and the team and understand how these issues help the bank achieve the vision of remaining an independent bank.

Staff member is expected to consistently adhere to regulatory and compliance policies and standards linked to their job as listed. Staff member will not repeatedly act in a manner signifying intentional or willful noncompliance, nor exhibit gross negligence or a general disregard for compliance and regulatory standards. Staff member must ensure compliance with applicable federal, state and local laws and regulations. Staff member must complete all required compliance training on a timely basis. Staff member will maintain knowledge of and adhere to Flagstar's internal compliance policies and procedures. Staff member must take responsibility to keep up to date with changing regulations and policies.

LEVEL OF EDUCATION / EXPERIENCE / KNOWLEDGE:

HS Diploma, GED or Foreign Equivalent

High school diploma required. Bachelor's degree in Business, Project Management, Finance, Accounting, or related field strongly preferred.

• 2 years of experience with business writing, reporting, and compliance/auditing required.


• Experience managing and coordinating projects, activities, and resources preferred.


• 2 years of experience in the banking/mortgage industry preferred.

SKILLS:

• Demonstrated proficiency using Microsoft Office software applications (specifically Word, PowerPoint, Access, and Excel) with an emphasis on designing and preparing written summaries, reports, presentations, charts, tables, and graphs.


• Exceptional editing and proofreading skills ensuring little re-work is needed.


• Appropriate interpersonal styles and effective communication, both orally and in writing, with all organizational levels using tact and diplomacy.


• Ability to comprehend complex documents, procedures, and policies and distill these into easy-to-understand language, data points, and visualizations.


• Strong analytical, critical-thinking, and problem-solving skills with the ability to focus on details as well as to understand the broader picture.


• Strong research skills including gathering and analyzing information or data from multiple sources and making actionable recommendations.


• Outstanding organizational and planning skills with demonstrated ability to prioritize workload and follow through.


• Dedicated to meeting the expectations and requirements of internal and external customers with a good sense of urgency.


• Ability to adapt to new demands and challenges.


• Team-oriented.

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