Compliance Manager

Our client is a multi-state law firm representing national and regional banks, automobile financing lenders, hospitals, medical service providers and other lenders and financial institutions. Their clients hire them to resolve consumer and commercial debts in a professional and respectful manner.
The Compliance Manager owns the day-to-day operation of the firm’s compliance management system across all states in which the firm conducts collections litigation. This is a non-attorney role reporting to the Senior Compliance Attorney, who retains responsibility for legal interpretation and regulatory positions. The Compliance Manager translates those positions into monitoring, testing, documentation, and corrective action, and serves as the firm’s primary operational point of contact for client audits and examinations.

Success in this role is measured by clean client audit outcomes, defensible documentation, timely closure of corrective action items, and early detection of process breakdowns before a client or regulator finds them.

•     Serve as the firm’s operational lead for creditor client audits — onsite, remote, and desk reviews — including scheduling, pre-audit questionnaires, document requests, evidence production, opening and closing meetings, and post-audit follow-through.

•     Maintain a standing audit-readiness file: policies, standard operating procedures, licensing and bonding records, insurance certificates, organizational charts, training rosters, background screening attestations, information security documentation, and sample-ready case files.

•     Draft responses to audit findings and negotiate practical remediation timelines subject to the Senior Compliance Attorney’s review; own corrective action plans through verified closure.

•     Track findings, root causes, and remediation status across all clients in a single register; identify repeat and cross-client themes and escalate systemic issues.

•     Complete client compliance questionnaires, annual re-certifications, and ad hoc information requests accurately and on schedule.

•     Prepare recurring compliance reporting packages for clients — complaint logs, dispute activity, quality assurance results, training completion, and incident summaries — consistent with each client’s scorecard and service requirements.

•     Own the quality assurance program for consumer-facing activity, including call monitoring, correspondence review, and pleadings and affidavit spot checks.

•     Maintain calibrated scorecards covering required disclosures, validation and dispute handling, cease and attorney-representation notations, bankruptcy flags, payment authorization capture, professionalism, and documentation quality.

•     Conduct monthly calibration sessions with collections, litigation support, and client services managers so scoring remains consistent across reviewers.

•     Deliver quality assurance results with trend analysis to department managers; recommend coaching, retraining, or process changes and verify that they occur.

•     Investigate consumer complaints, attorney general inquiries, Better Business Bureau matters, and client-forwarded escalations; document findings, corrective action, and closure within client-mandated turnaround times.

•     Monitor payment processing and authorization practices against firm policy and applicable ACH and electronic funds transfer requirements; escalate authorization and revocation handling gaps.

•     Administer the firm’s third-party oversight program: initial due diligence, risk tiering, contract compliance, and periodic re-vetting of process servers, skip trace vendors, letter and print vendors, payment processors, and court runners.

•     Verify and track process server licensing, registration, bonding, and jurisdiction-specific appointment requirements; maintain an expiration calendar with advance renewal prompts.

•     Audit service of process quality, including affidavit accuracy and completeness, attempt logs, timestamp and geolocation data where available, and consistency between the affidavit and the underlying attempt record.

•     Investigate service challenges, motions to set aside, and defective service allegations; identify vendors with elevated failure or dispute rates and manage performance discussions or removal.

•     Maintain vendor scorecards and conduct documented annual reviews; confirm that vendors carry required insurance and appropriate data protection and confidentiality obligations.

•     Maintain the firm’s policy and procedure library, including version control, annual review cycle, attestation tracking, and distribution of changes to affected teams.

•     Build and deliver onboarding and annual refresher training on consumer protection requirements, firm policy, and client-specific requirements; maintain auditable completion records.

•     Support the Senior Compliance Attorney in monitoring regulatory and case law developments, state licensing renewals, and changes to client requirements; convert new requirements into concrete process, system, and training changes.

•     Assist with information security and privacy program tasks, including access reviews, incident documentation, and safeguarding of consumer data.

•     Produce monthly and quarterly compliance dashboards for firm leadership covering quality assurance results, complaint volume and disposition, audit and corrective action status, vendor performance, and training completion.

•     Pull and validate data from the firm’s case management system to support testing samples, root cause analysis, and client reporting.

•     Recommend system controls, workflow changes, and automated checks that prevent recurrence rather than relying on detection after the fact.

•     Bachelor’s degree, or an equivalent combination of education and directly relevant experience.

•     Five or more years in compliance, quality assurance, audit, or regulatory operations within consumer collections, consumer finance, creditor-rights law, or a comparable regulated environment.

•     Two or more years supervising staff or owning a program end to end.

•     Working knowledge of the federal consumer protection framework applicable to third-party collections, including the FDCPA and Regulation F, FCRA, unfair, deceptive, or abusive acts and practices standards, GLBA safeguards, TCPA, SCRA, and bankruptcy automatic stay requirements.

•     Demonstrated experience managing or supporting client, regulatory, or internal audits, including evidence production and corrective action tracking.

•     Strong written communication, with the ability to produce audit responses, findings memoranda, and policy documents that withstand outside scrutiny.

•     Advanced Excel skills and comfort working with operational data and reporting.

•     Sound judgment and discretion in handling confidential consumer and client information.

•     Experience in a multi-state collections law firm or a law firm serving national creditor clients.

•     Direct experience responding to creditor client audits for banks, credit unions, debt buyers, or fintech lenders.

•     Familiarity with Collection Master / CM-SQL or a comparable collections case management platform, including the ability to read or write SQL queries.

•     Knowledge of state debt collection licensing regimes and state-level court and service of process requirements.

•     Familiarity with NACHA operating rules and Electronic Fund Transfer Act requirements as applied to consumer payment authorization.

•     Professional certification such as CRCP, CCCO, CRCM, or CAMS.

•     Experience administering a third-party vendor management program.

•     Evidence discipline — treats “documented and verifiable” as the standard rather than “we have always done it that way.”

•     Constructive independence — willing to deliver unwelcome findings to operations leadership and stand behind them.

•     Operational realism — designs controls that staff will actually follow at volume.

•     Follow-through — closes items rather than logging them.

•     Composure under examination — credible and calm in front of client auditors and examiners.

•     Primarily office-based with standard business hours; occasional extended hours during audits, examinations, and month-end reporting cycles.

•     Client audits are completed via zoom or in the Atlanta, GA office. Possible occasional travel for vendor site visits or industry training.

•     Successful completion of a background check and any client-mandated screening or onboarding requirements.

The firm is an equal opportunity employer. This description outlines the general nature of the position and is not an exhaustive list of duties; responsibilities may be modified as business needs require.