Compliance Analyst - Voice of the Customer at Beyond Finance (Remote)

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Beyond Finance is a next generation financial services company. Our goal is to provide financial peace of mind to our clients by giving them simple and transparent financial products that are customized to their individual circumstances.

We're in constant pursuit of new collaborators that will help us get to the next level. Our workforce includes celebrated, diverse talents working towards the common objective of developing something transformational for the debt relief industry.

Our team spirit and culture are what set us apart as a company. We love what we do, and we have fun doing it.

About The Role

As a next generation financial services company, Beyond Finance helps consumers save money, get control of their finances, and borrow responsibly.  Beyond’s Compliance Department supports these objectives by monitoring for compliance with applicable state and federal laws. As a Compliance Analyst, you are a key player in our team’s mission to provide actionable intelligence to business stakeholders so that together we can (1) support consumers' understanding of our products and services, and (2) achieve strategic business priorities, within the highly regulated consumer finance industry. In this role, you will support our Complaint Management program, advocate for consumers that express difficulties with our products and services, and report on trends and insights.

Key Responsibilities:

At a high level, this Compliance Analyst role at Beyond brings the voice of our customer to business stakeholders, breaks down the complaint, investigates the account to uncover the facts, determines the root cause, and proposes solutions to both repair the customer relationship today and avoid this issue in the future.  On a day-to-day basis, this involves:

  • Developing strong working knowledge of the customer experience with our products and services, as well as the business processes that support each; 
  • Monitoring first line consumer feedback, helping the first line identify and issue-spot complaints, supporting “first contact resolution” tools, and acting as a resource for the first line when complex issues and/or issues with regulatory implications arise;
  • Analyzing escalated complaints from regulatory or governmental agencies, the BBB, or industry groups, investigating the facts, documenting the root cause, identifying systemic or procedural issues, and reporting up cases of consumer harm, recurring trends, or systemic or procedural issues;
  • Drafting a timely response that provides sufficient detail, in plain language, addressing each concern, extending practical offers to help, and repairing the customer relationship with empathy, and in cases of consumer harm, at the appropriate cost to the company;
  • Providing monthly “deep dives” into escalated complaints for senior management by communicating succinctly and with deep knowledge of the applicable business processes and unique facts of each matter, while offering insights and solutions to prevent customer harm, avoid recurring complaints on this issue and fostering a better customer experience in the future;
  • Reporting quarterly on trends with ACTIONABLE intelligence to reduce the risk of future complaints.while offering insights and solutions to prevent customer harm, avoid recurring complaints on this issue and fostering a better customer experience in the future;
  • Working collaboratively with compliance team members to develop monitoring tools for identification, remediation and avoidance of future complaints; and
  • Performing additional compliance analyst responsibilities as needed.

What We Look For:

  • Excellent consumer advocacy and customer service skills
  • Superior writing and oral communication skills are required
  • Strong analytical and problem-solving skills
  • A collaborative team player capable of working cross-functionally to investigate and remediate the areas of concern
  • Ability to appropriately handle sensitive and confidential information
  • Demonstrated initiative, self-motivation, and the ability to balance competing priorities while still meeting response deadlines
  • Results-oriented and creative, capable of thinking outside the box to find solutions to challenges

Required Education and Experience:

  • 3-5 years of relevant consumer financial services compliance, complaint resolution or customer support experience required
  • Must have a strong sense of urgency and keen attention to detail
  • Experience with Google office platform, Microsoft Office suite (including Word, Powerpoint and Excel)
Why join us? 

We are looking for great people to join a fast-paced, growing, and innovative business. For eligible fulltime employees, we offer:

  • Considerable employer contributions for health, dental and vision programs  
  • Generous personal time-off 
  • 401(K) match
  • Merit advancement opportunities 
  • Career development & training 

More importantly, our team spirit and culture are what really sets us apart as a company. We’re a world-class company that loves what we do…and we have fun doing it!

Under the California Consumer Privacy Act (“CCPA”), Beyond Finance is informing California residents who are our job applicants, contractors or prospective employees (together “job applicants”) about the categories of personal information we collect about you and the purposes for which we will use this information. This notice and our Privacy Policy contain important information relating to the CCPA and apply only to personal information that is subject to the CCPA. Please see our website for the full CCPA statement.

*Beyond Finance is an equal opportunity Employer*

Beyond Finance does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job positions.  No fee will be paid to their parties who submit unsolicited candidates directly to Beyond Finance employees or the Beyond Finance Finance and HR teams.  No placement fee will be paid to any third party unless such a request has been made by the Beyond Finance HR team.

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Candidate Location Eligibility:
Chicago, IL

Technology we use

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An Insider's view of Beyond Finance

How would you describe the company’s work-life balance?

Everyone at Beyond is hard-working, smart, and gets the job done. Because of that, there's a lot of trust when it comes to taking the time off we need. Leadership offers a generous PTO plan to support wellness and growth outside of work, and everyone encourages each other's non-work hobbies and interests through Slack channels and coffee chats!

Abby

Senior Director of Analytics

What does your typical day look like?

I love working at Beyond Finance as I get to have flexibility in my schedule. I work with some of the most talented people in Chicago, which drives me to produce high quality of work and results. It's great to work with a team that listens to an idea and gives constructive feedback on it.

Shyam

Lead SDET

How does the company support your career growth?

Beyond Finance encourages and supports my growth and skills by always encouraging me to take on new, and progressively more challenging, projects. In my time here, I have found that the leadership team is not only genuinely interested in my career goals, but that they actively seek to support them.

Andrea

Software Engineer

How do you empower your team to be more creative?

Everyone has total ownership over their work and ultimately has to decide the best way to accomplish their objectives. I encourage my team to use all the resources they have available to them - internally and externally - to reach the best end state.

Susan

SVP Marketing and Analytics

How do you collaborate with other teams in the company?

Beyond Finance recognizes the value of collaboration and looks for ways to foster it within our teams. Our teammates come from diverse backgrounds and are willing to help each other. We work together and get new ideas through meetings, one-on-one conversations, team lunches, happy hours and more.

Lin

Digital Marketing Manager

What are Beyond Finance Perks + Benefits

Beyond Finance Benefits Overview

Beyond Finance offers competitive compensation, paid medical insurance and a 401k match.

Culture
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Employees are eligible for medical, dental and vision on the first of the month after 30 days of employment.
Life Insurance
Wellness Programs
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Child Care & Parental Leave Benefits
Child Care Benefits
Beyond employees are able to contribute to a Dependent Care FSA to cover eligible dependent care expenses.
Generous Parental Leave
We provide up to 3 weeks of paid parental leave to employees who give birth to a child, committed partners of someone who gave birth, and parents who adopt, foster or become parents through surrogacy.
Flexible Work Schedule
Beyond provides employees with a flexible work schedule that includes flexible start and end times.
Remote Work Program
In an effort to keep our employees safe during the current health crisis, our Chicago team is currently working remotely.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Beyond Finance keeps a stocked kitchen full of snacks, tea and coffee.
Happy Hours
Parking
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within

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