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Consumer Compliance Analyst
Location
United States
Posted
94 days ago
Salary
$98.9K - $146.4K / year
Seniority
Senior
Job Description
Consumer Compliance Analyst
Plaid
• Review escalated consumer complaints, ensuring timely and accurate resolution with a consumer-first approach grounded in empathy and transparency • Screen complaints for potential regulatory and legal risks and escalate as appropriate • Conduct quarterly sample testing of non-escalated consumer inquiries to verify correct categorization and handling by the Consumer Support team • Analyze complaint trends and root causes to identify systemic issues, partnering with product, engineering, operations, and legal to implement preventative solutions • Prepare and deliver regular reporting on complaint performance, insights, and key metrics to senior leadership and stakeholders • Support quarterly complaint reporting to the Board's Audit and Risk Committee (ARC) and partner banks • Build and maintain relationships with compliance counterparts at Plaid's customers • Manage bi-weekly office hours for Consumer Support to address real-time compliance questions • Run calibrations with the Consumer Support team to identify training gaps and ensure alignment with internal policies and procedures
Job Requirements
- 4-6 years of experience in Compliance, Legal, Risk, or a related function in a regulatory or consumer-facing environment
- Experience in Fintech and consumer-focused financial products, preferred
- Deep understanding of consumer protection regulations and industry best practices (e.g., UDAAP, CCPA, GDPR, TILA, EFTA), preferred
- Exceptional written and verbal communication skills, with the ability to prepare clear regulatory summaries and executive-level reporting
- Strategic mindset with the ability to balance compliance requirements, risk considerations, and consumer experience
- Proven ability to collaborate with technical teams, Marketing/Communications, Account Owners, and other cross-functional partners to advance compliance initiatives, communicate findings, and drive remediation efforts
- Strong analytical capabilities and problem-solving skills, including trend identification, root-cause analysis, and transforming data into actionable recommendations
- Self-motivated with a strong sense of ownership
- Experience building or improving complaint taxonomy/classification systems
- Experience working with partner banks or in a BaaS/program management model
- Experience with QA programs for consumer-facing support teams
Benefits
- medical
- dental
- vision
- 401(k)
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