Compliance Support Specialist - Contact Center, Troy, MI (REMOTE)
Company: FlagStar Bank
Location: Troy
Posted on: January 12, 2021
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Job Description:
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.50% of time:
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.--- Participate in monthly
and/or quarterly meetings with department leadership to identify
new self-test needs and creatively address those needs.20% of time:
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.10% of time: 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 compliance15% of time:
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.5% of time: 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.).Ensures compliance with applicable federal, state and local
laws and regulations. Completes all required compliance training.
Maintains knowledge of and adhere to Flagstar's internal compliance
policies and procedures. Takes responsibility to keep up to date
with changing regulations and policies.Job Requirements:* HS
Diploma, GED or Foreign Equivalent* 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.*
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.Internal Use only Job Band - H*This position has the
ability to work REMOTELY**High Speed Internet and a distraction
free workspace required.
Keywords: FlagStar Bank, Troy , Compliance Support Specialist - Contact Center, Troy, MI (REMOTE), Other , Troy, Michigan
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