Compliance Manager - Consumer Complaints

It’s about being the person that wants to see others succeed.

Are you always looking for innovative ways to help people? Do you love serving others and enjoy lending a helping hand regardless of the issue? Do you strive to lead by example and want to play an integral role in the development of your team? If so, then the Compliance Manager role might be for you!

At Frost, it’s about more than a job. It’s about having a flourishing career where you can thrive, both in and out of work. At Frost, we’re committed to fostering an environment that reflects our values and encourages team members to be the best they can be. In joining our adaptable, integrity-driven team, you’ll become part of Frost’s over 150-year legacy of providing unparalleled financial services.

Who you are:

As a Compliance Manager - Consumer Complaints, you are a subject matter expert. You are a dedicated and meticulous professional with a strong background in complaint management and compliance. You have a natural ability to assess and resolve issues with a focus on fairness, transparency, and adherence to regulatory standards. You thrive on managing the complexities of handling customer or stakeholder complaints, ensuring that each concern is addressed in a timely, thorough, and compliant manner. With your keen attention to detail and excellent communication skills, you’re able to navigate sensitive situations and transform challenges into opportunities for improvement. More than that, this role is about constant improvement and doing so with our signature all-win approach in mind.

What you’ll do:

• Conduct regular assessments to identify and mitigate compliance risks across the organization

• Develop, review, and update compliance policies and procedures to ensure alignment with current

• Design and deliver compliance training programs to ensure employees understand and follow regulatory requirements

• Oversee compliance monitoring and internal audits to identify issues and ensure adherence to policies

• Manage the complaint handling process, ensuring timely investigation and resolution in compliance with regulations

• Lead the investigation and resolution of compliance issues, ensuring corrective actions are implemented effectively

• Provide regular reports to senior management on compliance activities, risks, and issue resolutions

• Lead and manage a team of compliance advisors, providing strategic guidance, performance oversight, and ensuring consistent application of regulatory and policy requirements across business units.

• Exercise the usual authority of a manager concerning staffing, performance appraisals, promotions, salary recommendations and terminations.

• Always take action using Integrity, Caring, and Excellence to achieve all-win outcomes

What you’ll need:

• Bachelor’s degree in Compliance, Audit, Business, in a related field, or equivalent experience

• 6+ years of experience in compliance

• Demonstrated ability to lead the entire risk mitigation life cycle for a line of business

• Demonstrated experience identifying regulatory changes, their resulting impact to compliance controls, and implementing appropriate controls that effectively mitigate risk

• Expert knowledge of current and emerging compliance risks, and regulatory, policy and procedure changes

• Demonstrated ability to lead a team

Additional Preferred Skills:

• CRCM, CFIRS, or equivalent professional certification

• Demonstrated ability to work with cross-functional teams

Our Benefits:

At Frost, we care about your health, your family, and your future and strive to have our benefits reflect that. This includes:  

• Medical, dental, vision, long-term disability, and life insurance

• 401(k) matching

• Generous holiday and paid time off schedule

• Tuition reimbursement

• Extensive health and wellness programs, including our Employee Assistance Program

• Referral bonus program + more!

Since 1868, Frost has dedicated their expertise to provide exceptional banking, investment, and insurance services to businesses and individuals throughout Texas. Frost is one of the 50 largest U.S. banks by asset size and is a leader in banking customer satisfaction. At Frost, it’s about being part of something bigger. If this sounds like you, we encourage you to apply and see what’s possible at Frost.