Who We Are
Cross River builds the infrastructure behind the world’s most innovative financial products. Our technology and capital solutions power payments, cards, lending, and digital asset capabilities that move money safely, instantly, and inclusively — trusted by leading fintechs, enterprises, and disruptors across the globe.
Our mission is simple: to build the financial infrastructure that expands access and opportunity for all. Guided by a culture of collaboration, curiosity, and purpose, Cross River has been named one of American Banker’s Best Places to Work in Fintech year after year. Whether you’re designing code, solving regulatory puzzles, or developing strategy, you’ll join a team where innovation and integrity drive everything we do — and where your work helps shape the future of finance.
What We're Looking For
The role is responsible for the handling of complaint escalations from the Bank’s Fintech partners. This role will be responsible for reviewing draft responses, collaborating with partners to facilitate investigations into cases, tracking complaints, and managing regulatory deadlines. The role will be assessing incoming complaints for potential issues warranting corrective action. Additionally, this role will review call samples provided by Fintech partners as part of the Call Quality Assurance Monitoring program. This role requires a thorough understanding of banking regulations, strong analytical skills, and the ability to interact with regulatory agencies and internal stakeholders. The ideal candidate is proactive, detail oriented, and possesses excellent communication skills.
Responsibilities:
- Responding to regulatory complaints, including reviewing of complaint files and drafting responses.
- Escalate complex or unresolved complaints to higher levels of management or specialized departments for further investigation and resolution.
- Assist in the development and delivery of complaint training, including training of fintech partners.
- Maintain detailed records of complaints, investigations, resolutions, and other relevant information for complaints.
- Collaborate with internal departments, such as Fraud, Operations, and Legal to gather necessary information and resolve complex complaints.
- Ensure compliance with applicable laws, regulations, and internal policies while resolving complaints.
- Identify potential issues through reviews of complaint cases related to Fintech Partners’ products and services. Identify failures and appropriately investigate or address client concerns. Work with the Fintech partners and Bank compliance teams to provide corrective action or process enhancements based on industry best practices.
- Perform quality reviews of customer-facing activities, including customer calls, chats, and email correspondence, to identify failures to follow established compliance procedures. Recommend appropriate corrective action and enhancements to processes, procedure, and training.
- Identify trends or recurring issues in customer complaints/quality monitoring and provide feedback to management for process improvement initiatives.
- Ensure all complaints are investigated in compliance with relevant law, rules, or regulations, including but not limited to those of the FDIC, NJDOBI, CFPB, and Law enforcement.
Qualifications:
- 3+ years’ experience providing oversight of sales, servicing, and/or collection activities as a compliance analyst. Prior experience performing call and complaint reviews preferred.
- Proven track record showing ability to maintain high attention to detail while managing multiple assignments and competing priorities.
- Bachelor's degree required.
- Knowledge and experience with consumer regulations and bank products.
- Strong knowledge of FCRA, Regulation E, Regulation Z, Regulation B/ECOA.
- Demonstrated ability to identify root causes and suggest corrective actions.
- Excellent communication skills, both verbal and written, with the ability to effectively interact with Bank partners and internal stakeholders.
- Great organization skills plus strong analytics and problem-solving skills with the ability to investigate complaints and identify potential resolutions.
- Strong interest in technology and innovation. Prior fintech experience a plus.
- Experience in dealing with consumer and commercial lending, deposit, card, payment, digital asset, and international payment products a plus.
#LI-JJ1 #LI-Onsite
Salary Range: $75,000.00 - $100,000.00
Cross River is an Equal Opportunity Employer. Cross River does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.
By submitting your application, you give Cross River permission to email, call, or text you using the contact details provided. We will only contact you with job related information.
Skills Required
- 3+ years experience providing oversight of sales, servicing, and/or collection activities as a compliance analyst
- Knowledge and experience with consumer regulations (including FCRA, Regulation E, Regulation Z, Regulation B/ECOA)
- Prior experience performing call and complaint reviews
- Proven ability to maintain high attention to detail while managing multiple assignments and competing priorities
- Demonstrated ability to identify root causes and suggest corrective actions
- Excellent verbal and written communication skills to interact with bank partners and internal stakeholders
- Strong organization, analytics, and problem-solving skills to investigate complaints
- Ability to interact with regulatory agencies and manage regulatory deadlines
- Strong interest in technology and innovation; prior fintech experience
- Experience with consumer and commercial lending, deposit, card, payment, digital asset, and international payment products
Cross River Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Cross River and has not been reviewed or approved by Cross River.
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Healthcare Strength — Company materials state it pays 100% of premiums for medical, dental, and vision for eligible employees and their families, and covers $100,000 life and $100,000 AD&D. Feedback often highlights this employer-paid coverage as a standout element of the package.
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Affordable Benefits — Fully covered health premiums reduce employee out-of-pocket premium costs and increase the perceived value of total compensation. Feedback suggests strong ratings for health, dental, and vision coverage.
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Wellbeing & Lifestyle Benefits — Hybrid flexibility (role/location dependent), wellness budgets in some regions, and HQ amenities like a gym, cafe, shuttle, haircuts, and dry cleaning are highlighted in company materials. Learning and development support, an employee development fund, and volunteer opportunities are also featured.
Cross River Insights
What We Do
Cross River provides technology infrastructure powering the future of financial services. Leveraging a proprietary real-time banking core, Cross River delivers innovative and scalable embedded payments, cards, lending, and crypto solutions to millions of consumers and businesses. Cross River is backed by leading investors and serves the world’s most essential fintech and technology companies. Together with its partners, Cross River is reshaping global finance and financial inclusion. Member FDIC.
