262104 Requisition #

Job Summary:

Do you have a background in consumer protection and the desire to work on a great team? We have a full-time opening for a Consumer Complaints Analyst within the Consumer Compliance unit. We're looking for someone with knowledge of consumer protection laws and regulations, & the ability to help with the resolution of consumer complaints. Complaint investigations involve extensive contact with the public and bank personnel, thus requiring the need for discretion and independent discernment. You'll get to work on a cross functional basis with other partners to ensure that applicable examination staff, points of contact, management, and Board of Governor’s oversight staff are kept abreast of pertinent issues identified through the complaints' function.

The Financial Institutions Supervision and Credit Division at the Federal Reserve Bank of San Francisco is responsible for the supervision and regulation of state member banks, bank holding companies, savings and loan holding companies, financial holding companies, data service providers, trust companies and foreign banking organizations that operate in the 12th District. We supervise institutions in all states of the District and range in size and complexity from small community organizations to some of the largest banking organizations in the country.

Key Responsibilities:

  • Work independently to conduct the investigation of consumer complaints against state member banks within designated timeframes.
  • Analyze and fully understand issues presented by the complainant, identify any necessary follow-up with the complainant and/or bank staff, determine applicability and compliance with various laws and regulations, identify appropriate resolution, draft investigation summary letters, and determine the materials needed to support investigation findings.
  • Maintain strong working knowledge of a variety of banking laws and regulations - including staying abreast of regulatory developments, emerging issues, and compliance trends that have a significant impact on consumers.
  • Work cooperatively with examination staff, portfolio managers, and management from other units, as needed, to resolve consumer complaint issues.
  • Maintain complete and accurate records of complaint investigations in accordance with Reserve Bank and Board guidelines. This includes data submitted to the Federal Reserve System’s complaints information database.
  • Monitor the Reserve’s Bank’s consumer complaints hotline.
  • Monitor trends in consumer complaints and recommend any changes to examination focus or supervisory strategy.
  • Provide guidance, interpretations, and support concerning consumer regulations, compliance examination procedures, and other consumer compliance related matters to internal and external partners.

Position Requirements:

  • An applicant for employment in FISC must be a U.S. Citizen, U.S. National, or hold a permanent resident/green card with intent to become a U.S. Citizen.
  • Bachelor’s degree required; a major in business, economics, finance, legal, accounting or a related field is preferred.
  • Four or more years of direct or comparable banking, financial, industry, or banking supervision experience. Consumer compliance experience is helpful.
  • Examiner experience or a commission from a federal or state bank supervisory agency is preferred but not required.
  • Demonstrates and models One Bank Behaviors to include: Collaboration, Emotional Intelligence, Accountability and Critical Thinking.

The Federal Reserve Bank of San Francisco believes in the diversity of our people, ideas, and experiences and are committed to building an inclusive culture that is representative of the communities we serve.

The Federal Reserve Bank of San Francisco is an Equal Opportunity Employer.


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