If you are motivated and believe in the credit union philosophy of "People Helping People," join our team!

Position Overview 
The Member Resolution Senior Analyst I will be part of a team within Legal Services responsible for the coordination of member complaints received from regulatory agencies and other internal/external sources by the Credit Union.  Will work closely with Member Resolution Manager, Deputy General Counsel, Assistant General Counsel, Staff Attorneys, Compliance Counsel, Credit Union business lines, and branch personnel to ensure that each complaint is answered appropriately and resolutions are communicated to the regulatory agencies.

Responsibilities
1.    10%    Document member complaints in SECU’s Complaint Management System received from the CFPB, NCCUD and other internal/external sources as defined in SECU’s Complaint Management Policy including the Complaint Source, Product/Service, Issue, target branch/department or employee.

2.    30%    Investigate each issue identified in a member complaint. Provide supporting documentation of SECU’s actions related to the complaint description from applicable resources including but not limited to member agreements and contracts, SECU systems, SECU Resource Library, Government Regulations, other accredited external resources. Collaborate with appropriate business lines including, Legal and Compliance Counsel, to confirm investigation results and provide additional research based on the subject matter. Document errors/policy violations and action taken to remedy errors/policy violations identified within complaint data

3.    20%    Draft correspondence to members and Regulatory Agencies in response to a complaint. Coordinate with Business lines including Legal and Compliance Counsel to finalize and send response. Assist with follow up communication regarding complaints from Regulatory Agencies.    

4.    20%    Provide support to non-senior analysts with the processing of complaint caseloads. Provide phone support to branch and operations staff regarding member complaints. Provide phone support to members regarding in progress and closed complaints. Assist with training and development of non-senior analysts.

5.    10%    Quality review complaint data. Assist management with coordinating reports on data from complaints for SECU’s Board of Directors and Senior Management.

6.    10%    Engage in professional development with a focus on Legal and Compliance Risk including obtaining/maintaining Compliance Officer Certification. Stay apprised of government/regulatory agency rules and guidance and SECU Policy/Procedure.
    
Supervision   

Direct Reports:
Member Resolutions Manager
 

Internal Relationships:

Compliance Counsel
Legal Services
Retail Delivery Network
Loan Administration
Deposit Services
Enterprise Fraud
Trust Services
Privacy
Card Services
Digital Services
Issues Management
 

External and Vendor Relationships:
NCCUD
CFPB
Archer

Qualifications    
Required Education    Bachelors
    ☒ Additional five years of relevant experience can be considered in lieu of degree

Desired Education    Masters          

Acceptable Fields of Study: Business Administration/Analytics

Required Relevant Experience    8  Years
 

Desired Relevant Experience    10 Years
 

Required Knowledge, Abilities, Skills    

Capable of working independently.
Demonstrated ability to think critically and use problem solving skills. 
Effective in research and business writing
Effective listener and communicator. 
Effective with time management.
Consistently demonstrates SECU’s Core Values.
 

Desired Knowledge, Abilities, Skills
Effective in data analytics
Extensive knowledge of SECU systems

Special Position Requirements 
☒Lift up to 15 lbs. 
☒Telephone for prolonged periods
☒Computer for prolonged periods

SECU provides equal employment opportunity to all qualified persons regardless of race, color, religion, age, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or other classification protected by law.

Disclaimer

State Employees' Credit Union reserves the right to fill this role at a higher/lower level based on business need.