WHO WE ARE Headquartered in Nashville, Tennessee, Ncontracts leads the industry in integrated risk management and compliance solutions, serving over 5,000 financial institutions nationwide. As a seven-time Inc. 5000 Fastest Growing Companies honoree and consistent year-over-year recipient of "Best Places to Work" awards, we offer a thriving, work environment where career growth and life-work balance go hand in hand. At Ncontracts, you'll join a team of industry experts dedicated to strengthening the financial services sector through innovation and thought leadership. We're seeking creative, collaborative, and self-driven professionals across all areas of our business - from developing cutting-edge solutions to sales, marketing, customer support, and beyond. Join us in our mission to make the financial industry stronger and more resilient, while advancing your career in a supportive, dynamic environment that values your unique skills and perspectives. The Regulatory & Risk Intelligence Team delivers regulatory and operational risk intelligence that powers AI agents and supports customer retention through Knowledge-as-a-Service offerings. We are a collaborative team of passionate financial industry professionals dedicated to sharing expertise and influencing product development, empowering clients to make informed decisions, manage risk, limit consumer harm, and serve their communities. THE ROLE This is an inaugural hire for Nquiry’s Compliance Concierge, a scoped escalation service that gives financial institution compliance teams direct access to a human expert when they need additional confidence in an AI-generated regulatory answer. You will be the expert on the other end of that escalation. You will review AI-generated compliance answers produced from Ncontracts’ curated regulatory library, validate their accuracy against authoritative sources, and deliver clear, confident responses that help compliance officers act with assurance. You will also own the quality assurance methodology for our AI agent outputs, ensuring that the regulatory content our agents deliver meets the highest standards of accuracy, applicability, completeness, and actionability. This role combines two critical functions: approximately 60% Compliance Concierge escalation ownership and knowledge base development, and 40% AI agent quality assurance methodology and accuracy oversight. The ratio will shift as customer adoption grows and the product scales. This role requires someone who has answered complex regulatory questions in a customer-facing or advisory capacity before and understands the critical difference between regulatory guidance and legal advice. It also requires someone whose instinct when verifying content accuracy is to go directly to primary source documents, such as the eCFR, Federal Register, state statutes, agency guidance, rather than relying on secondary summaries or AI-assisted verification. This role reports to the SVP of Regulatory & Risk Intelligence during the inaugural period while the Concierge operating model and QA methodology are being established. Once the escalation workflow is documented, repeatable, and the role has demonstrated consistent scope discipline, this position will transition to the Director of Regulatory Intelligence, where you will have daily access to subject matter experts across lending compliance, AML, wealth management, and trust. YOU WILL Compliance Concierge — Escalation Ownership (~60%) - Review and validate AI-generated responses that customers escalate for expert confirmation, researching accuracy against authoritative regulatory sources - Deliver validated responses to customers via their preferred channel (email or scheduled call) within established response windows, clearly explaining the regulatory basis for the answer - Build and maintain the Concierge knowledge base from the ground up, documenting escalation responses, recurring question patterns, and institutional nuances to create efficiencies for the team over time - Maintain clear scope boundaries: validate and explain Nquiry responses without providing legal advice, opinions, or institution-specific compliance program recommendations; refer customers to legal counsel when escalations require legal interpretation - Leverage internal subject matter experts across the Regulatory & Risk Intelligence team when escalations require specialized depth in lending, AML, trust, or wealth management - Track escalation patterns and recurring themes; provide monthly reports to leadership to inform on accuracy improvements and content development priorities AI Agent Quality Assurance (~40%) - Own the quality assurance methodology for AI agent outputs, building and maintaining sustainable, repeatable QA processes that can be explained to customers as evidence of our accuracy commitment - Review agent-generated responses for regulatory accuracy, verifying against primary source documents and identifying errors in citations, applicability thresholds, effective dates, institution types, and prescriptive guidance - Diagnose why an agent produced an incorrect or incomplete response and recommend corrections to the appropriate team - Work in our AI engineering platform for prompt evaluation, tracing, and accuracy scoring; contribute to the accuracy measurement methodology (citation recall, citation precision, answer accuracy, answer similarity) - Track error patterns across agent outputs and provide systematic feedback to content production teams and AI/product teams to improve quality at the source and prevent accuracy drift over time - Collaborate with the Regulatory & Risk Intelligence team’s compliance domain experts who contribute to agent accuracy review, serving as the QA methodology owner while leveraging their regulatory expertise Content Creation & Thought Leadership - Participate in annual content creation planning and achieve planned content goals across compliance analyses and thought leadership - Produce publication-ready content across multiple formats and audiences with minimal review needed - Peer review and approve team members’ work for accuracy and completeness - Participate as a SME in product story-mapping sessions; identify compliance content-product integration opportunities - Deliver presentations at regional and national conferences; maintain an active industry presence - Collaborate cross-functionally with Sales, Support, Product, Development, Marketing, and Client Success on strategic priorities - Model continuous learning; pursue education in emerging areas relevant to strategic priorities (ex: AI governance, digital assets, operational resilience) YOU BRING (Qualifications) Professional Background - Degree in relevant field (JD required for Counsel designation) - 7+ years of regulatory compliance experience at financial institutions, consulting firms, law firms, or regulatory agencies, with direct experience answering complex regulatory questions in a customer-facing or advisory capacity - Demonstrated track record of leading or significantly contributing to compliance advisory, hotline, or escalation functions - Deep working knowledge of federal and state banking regulations including consumer protection, lending compliance, BSA/AML, CRA, UDAAP, and deposit operations Technical & Analytical Skills - Ability to read, interpret, and verify accuracy of regulatory text and determine applicability by institution type, charter, and jurisdiction - Strong understanding of the regulatory hierarchy and the ability to distinguish between binding regulation and non-binding guidance - Strong source-first research and analytical skills with a commitment to precision and clarity - Meticulous attention to accuracy and quality - Experience managing response queues, SLAs, or escalation workflows in a customer-facing capacity - Process-oriented mindset: you build systems, documentation, and repeatable methodologies - Strong project management and cross-functional collaboration skills demonstrating thoughtful prioritization, organization, time management, and initiative Communication & Leadership - Ideal team player values (humble, hungry, smart, and innovative) - Excellent ability to explain complex regulatory concepts orally and in writing across multiple audience types, including compliance officers, product teams, and customers - Clear understanding of the line between regulatory guidance and legal advice, and the discipline to stay on the right side of it - Proven mentoring and collaboration abilities across cross-functional teams - Proactive problem identification: you find issues before they surface rather than waiting for them to be reported Bonus Points (Preferred Qualifications) - Professional certifications such as CRCM, CUCE, or CMCP - Specialized expertise across multiple compliance domains (lending, payments, AML, wealth management, trust) - Experience with regulatory examinations, rulemaking, or enforcement responses - Experience with Ncontracts’ software or similar compliance management platforms - Track record of thought leadership (publications, speaking engagements, industry recognition) - Strong artificial intelligence understanding, usage, and prompting skills - Experience with prompt evaluation tools or AI observability platforms - Previous experience on a compliance hotline, regulatory advisory service, or consulting firm WE OFFER ALL FULL-TIME TEAM MEMBERS: - A fun, fast-paced work environment - Responsible PTO Plan that meets or exceeds state and local medical and family leave laws - 11 paid holidays - Community and social events to keep you connected and engaged - Mental Health Benefits - Medical, Dental and Vision insurance - Company-paid Group Life Insurance, Short- and Long-Term Disability - Flexible Spending Account & Health Savings Account - Aflac Benefits – Critical Illness, Cancer Protection, & Hospital Choice - Pet Insurance - 401 (k) with company match with eligibility on Day 1 of employment - 2 Paid Volunteer Time Off Days - And much more! *Part-Time, Temporary, Contractor, and Intern positions are not eligible for company benefits, including paid time off, health insurance, and other employee benefit programs. AAP/EEO Statement Ncontracts provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. 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.

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