Complaint Management and Consumer Protection Compliance Specialist

7+ years of experience in compliance roles, preferably within financial services, credit union and/or banking; Strong knowledge of federal and state financial regulations, particularly those related to consumer protection and financial products, including but not limited to: UDAP/UDAAP, Reg E/EFTA, Reg B/ECOA, Reg TISA/Reg DD, Reg Z/TILA/CARD Act. Overview: The Complaint Management & Consumer Protection Compliance Specialist serves as a subject matter expert supporting the Credit Union's Compliance Management System (CMS) through complaint management, consumer protection compliance oversight, monitoring and testing activities, and regulatory risk assessment.

About Patelco Credit Union:

Patelco Credit Union is a not-for-profit credit union with a purpose to build financial health and wellbeing for our members. Since 1936, Patelco has grown from $500 in assets to over $9 billion in assets and is the 7th largest credit union in California with branches throughout Northern California.

 

We are here for our members throughout all their stages of life. Meeting them with the products and services to help them plan purposefully for their futures and to secure our life-long partnership as their trusted financial advocate. As one team, we are all committed to delivering service, empowering financial literacy, creating products, and providing new technology for our members.

 

We believe that work should be rewarding, challenging, and enjoyable. We’re dedicated to creating a positive and supportive culture where our team members can thrive. If you’re looking to use your skills and knowledge to make a difference in our members’ lives, Patelco could be the perfect fit for you.

Overview:

The Complaint Management & Consumer Protection Compliance Specialist serves as a subject matter expert supporting the Credit Union's Compliance Management System (CMS) through complaint management, consumer protection compliance oversight, monitoring and testing activities, and regulatory risk assessment. This role independently analyzes member and consumer complaints, identifies emerging compliance and UDAAP risks, conducts root cause analysis, and partners with business units to develop effective corrective actions. The Specialist provides compliance guidance on marketing materials, products, services, and business initiatives, while supporting regulatory change management, compliance monitoring, audits, and risk assessments. The position collaborates closely with Legal, Risk Management, Internal Audit, and business stakeholders to strengthen compliance controls, promote a culture of compliance, and mitigate regulatory risk.

Responsibilities:

• Effectively manages, investigates, tracks, and resolves customer complaints in accordance with regulatory requirements, service standards, and internal procedures.
• Demonstrates knowledge of applicable consumer protection laws, regulations, and compliance requirements to ensure fair customer treatment and regulatory adherence.
• Conducts thorough investigations, identifies underlying causes of complaints and compliance issues, and recommends corrective and preventive actions.
• Identifies potential regulatory, operational, and reputational risks, escalates significant issues appropriately, and supports remediation efforts.
• Analyzes complaint trends, maintains accurate records, prepares management or regulatory reports, and provides actionable insights for continuous improvement.
• Stakeholder Collaboration & Communication – Partners effectively with cross-functional teams, communicates findings and recommendations clearly, and supports the resolution of customer and compliance-related issues.
• Understand and comply with all applicable federal and state laws and banking regulations (including those related to OFAC and Bank Secrecy Act / Anti-Money Laundering compliance) and Patelco Credit Union's policies and procedures.

Qualifications:

Minimum Qualifications

• 7+ years of experience in compliance roles, preferably within financial services, credit union and/or banking;
• Strong knowledge of federal and state financial regulations, particularly those related to consumer protection and financial products, including but not limited to: UDAP/UDAAP, Reg E/EFTA, Reg B/ECOA, Reg TISA/Reg DD, Reg Z/TILA/CARD Act.
• Strong research and analytical skills, with a continuous improvement mindset and the ability to identify and implement process enhancements.
• Demonstrated initiative and ability to work independently while balancing multiple priorities in a fast-paced, high-growth environment.
• Clear, concise, and persuasive written and verbal communication;
• Strong orientation to deadline and detail;
• Strong project management, critical thinking, and analytical skills;
• Industry certification (e.g. CRCM) is a plus.

 

Physical Activities/Requirements

• This position is based out of the Dublin HQ office.  
• Hybrid work arrangements may be possible.
• Prolonged periods of sitting at a desk and working on a computer may be required.

Target Base Pay:

$92,028 - $115,032 / yr

Compensation at Patelco:

Please note that the salary information is a general guideline only. Patelco Credit Union considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education/training, key skills, internal peer equity, as well as market and business considerations when extending an offer. We offer a competitive total rewards package including a Short-Term Incentive (STI) program for all regular positions and a wide range of medical, dental, vision, financial, and other benefits.

We Offer:

Physical Health:

• Exceptional Medical, Dental, Vision, and Life Insurance benefits
• Onsite fitness center at HQ and rewards for completing wellness related activities 

Financial Health:

• Competitive compensation packages with bonus opportunity
• 401(k) with 3% Safe Harbor and 5% employer match
• Discounts on loan products
• Tuition reimbursement

Emotional Health:

• Employee Assistance Program (EAP)
• PTO for part-time and full-time positions
• Paid holidays

Personal Development:

• On-the-job training and skills development

• Internal transfer opportunities for career growth
• Volunteer work

Flexible work arrangements available for specific positions

 

Patelco Credit Union is an Equal Opportunity Employer including individuals with disabilities and protected veterans

 

IND123