Complaints Compliance Analyst

ABOUT US

Coastal is at the forefront of modern banking, combining strong financial infrastructure with cutting-edge Banking-as-a-Service (BaaS) and fintech enablement strategies. We support not only individuals with their personal banking needs; we also empower businesses by integrating modern banking technology that drives growth, flexibility, and innovation.

At Coastal, we think and move like entrepreneurs; focused on impact, speed, and continuous improvement. We believe in working smart, collaborating deeply, and building solutions that unlock real potential. If you're someone who thrives in a fast-moving environment, loves solving complex problems, and wants to help shape the future of banking, we’d love to meet you.

Check out our video here https://www.youtube.com/watch?v=UCWaDxFnla8&ab_channel=CoastalCommunityBank!

OVERVIEW

As a Compliance Analyst II in Complaints, you will play a critical role in safeguarding Coastal’s regulatory integrity. You will independently review and respond to complex complaints—whether from regulatory agencies or direct customer inquiries—ensuring our bank and fintech partners adhere to legal and compliance standards. With a keen eye for risk and a proactive approach, you will help mitigate exposure by identifying patterns, ensuring timely resolutions, and upholding compliance best practices.

The hiring range for this role is $77,500-$83,000. We intend to hire in the first third of the listed salary range

RESPONSIBILITIES TO INCLUDE

• Independently draft and review responses to complex complaints from regulatory agencies and customers for Core Bank and CCBX fintech partners, ensuring compliance and identifying potential regulatory risks.

• Formulate recommendations and escalate issues internally when necessary.

• Provide independent and objective challenge to risk management practices, ensuring effectiveness and alignment with regulatory expectations.

• Manage case queues, track aged complaints, and ensure SLA compliance through data-driven interventions.

• Monitor all open complaints daily to guarantee responses are submitted before regulatory deadlines.

• Adhere to internal processes, procedures, and job aids, supporting accurate and consistent complaint resolution practices.

• Assist with requests from outside regulators and internal audit teams, ensuring thorough documentation and compliance with applicable laws.

• Maintain proficient knowledge of consumer protection regulations, including but not limited to Reg E, Truth in Savings Act, UDAAP, FACTA, Reg Z (Truth in Lending), Reg B (Equal Credit Opportunity Act), and the Fair Credit Reporting Act.

QUALIFICATIONS

• Strong analytical and problem-solving skills with the ability to assess risks and recommend corrective actions.

• Exceptional written and verbal communication skills, with ability to summarize issues, articulate complex concepts clearly, create reports effectively, and draft clear, compliant, and well-supported responses to individuals across our financial institution and beyond.

• Ability to exercise independent judgement, and perform complex analytical work independently, prioritize tasks, and manage competing deadlines in a fast-paced environment.

• Must possess initiative, be a self-starter, have exceptional organizational skills and a high attention to detail and accuracy.

• Effective collaboration skills, working across Compliance, Risk, and Customer Support teams.

EDUCATION/EXPERIENCE

• 3+ years of relevant experience in banking compliance, regulatory risk, or fintech-related complaints handling, with 2+ years of experience in complaint management.

• Strong understanding of consumer financial protection laws and regulatory frameworks in banking and fintech.

• Bachelor’s degree, OR an equivalent combination of education and relevant experience.

• Advanced proficiency in Microsoft Excel (data analysis, pivot tables, and managing complex spreadsheets for tracking complaints and regulatory responses); intermediate proficiency in other MS365 tools, including PowerPoint, SharePoint, Teams, and Word.

• Experience with Banking-as-a-Service (BaaS) or fintech compliance preferred.

HOW YOU’LL THRIVE AT COASTAL

• Be the Best – Communicate effectively, pay close attention to detail, and prioritize your personal development.

• Be Relentless – Thrive in a goal-oriented environment exercising both patience and persistence. Advocate for our customers and team members and strive to promote the Coastal Difference.

• Be Un-Bankey – Be a forward thinker with a creative mindset. Build long-lasting relationships promoting the Coastal Difference, built on a foundation of integrity, honesty, and trust.

• Embrace Gray Thinking – Use sound judgment while decision-making and problem-solving. Think outside the box.

• Stay Flexible – Organize and strategize effectively while always being prepared to adapt on the fly. Seek efficiencies for Coastal to work smarter, not harder.

• Take Care of Each Other – Understand what it means to be a true team player and have your teammate's back. Practice self-awareness and build your emotional intelligence.

BEING YOU AT COASTAL

Coastal is an equal opportunity employer. We are committed to providing a workplace free from discrimination and harassment. All employment decisions are based on merit, qualifications, and business needs. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, or any other protected status under applicable laws.

BENEFITS WE OFFER

We’re proud to offer a comprehensive benefits package designed to support your health, financial well-being, and work-life balance. Our offerings include:

• Medical Coverage: Choose from three competitive medical plans to find the coverage that best fits your needs and lifestyle.

• Health Savings Account (HSA): Available with eligible medical plans, offering tax advantages and employer contributions.

• Flexible Spending Accounts (FSA): Options for healthcare and dependent care expenses to help you save on out-of-pocket costs.

• Dental and Vision Insurance: Plans to keep you and your family smiling and seeing clearly.

• Life Insurance: Company-paid basic life insurance with options to purchase additional coverage for yourself and your dependents.

• Long-Term /Short-Term Disability (LTD): Income protection in the event of a long-term illness or injury.

• Supplemental Benefits: Including Hospital Indemnity, Accident Insurance, and Critical Illness coverage to provide extra financial support when you need it most.

• 401(k) Retirement Plan: A competitive retirement savings plan with company matching to help you plan for the future.

• Paid Time Off: Generous vacation and sick leave policies to support your time away from work.

• Holidays: Enjoy 11 paid holidays throughout the year.

Check out our benefits on our careers site https://jobs.ashbyhq.com/coastal!!

PHYSICAL DEMANDS

The physical demands described below are required to perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee must be able to:

• Sit for extended periods of time.

• Stand for extended periods of time.

• Perform repetitive finger, hand, and arm movement.

• Use electronic office equipment such as a computer keyboard, mouse, ten key, telephone, etc.

• View and read computer screens for extended periods.

• Occasionally stoop, kneel, crouch, or crawl.

• Occasionally lift or move up to 10 pounds.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.