Compliance Analyst - Voice of the Customer

Sorry, this job was removed at 11:19 a.m. (CST) on Tuesday, September 27, 2022
Find out who’s hiring remotely Nationwide
See all Remote jobs Nationwide
Easy Apply
By clicking Apply Now you agree to share your profile information with the hiring company.

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.

Read Full Job Description
Easy Apply
By clicking Apply Now you agree to share your profile information with the hiring company.
Candidate Location Eligibility:
Albuquerque, NM
Ann Arbor, MI
Atlanta, GA
Austin, TX
Baltimore, MD
Baton Rouge, LA
Birmingham, AL
Boise, ID
Boston, MA
Buffalo, NY
Charleston, SC
Charlotte, NC
Chicago, IL
Cincinnati, OH
Cleveland, OH
Colorado, CO
Columbus, OH
Dallas-Fort Worth, TX
Dayton, OH
Des Moines, IA
Detroit, MI
Fayetteville-Springdale-Rogers, AR
Greensboro, NC
Hampton Roads, VA
Hartford, CT
Houston, TX
Huntsville, AL
Indianapolis, IN
Jacksonville, FL
Kansas City, MO
Las Vegas, NV
Lexington, KY
Lincoln, NE
Little Rock, AR
Los Angeles, CA
Louisville, KY
Madison, WI
Memphis, TN
Miami, FL
Milwaukee, WI
Minneapolis–Saint Paul, MN
Nashville, TN
New Orleans, LA
New York City, NY
Ogden, UT
Oklahoma City, OK
Omaha, NE
Orlando, FL
Other US Location
Palm Bay-Melbourne-Titusville
Pensacola, FL
Peoria, IL
Philadelphia, PA
Phoenix – Mesa – Scottsdale, AZ
Pittsburgh, PA
Portland, ME
Portland, OR
Providence, RI
Provo, UT
Raleigh-Durham, NC
Reno, NV
Richmond, VA
Rochester, NY
Sacramento, CA
Salt Lake City, UT
San Antonio, TX
San Diego, CA
San Francisco, CA
San Luis Obispo, CA
Santa Cruz, CA
Seattle, WA
Spokane, WA
St. Louis, MO
Tallahassee, FL
Tampa Bay, FL
Tucson, AZ
Tulsa, OK
Washington DC
Wichita, KS
Wilmington, NC

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • ApexLanguages
    • jQueryLibraries
    • Twitter BootstrapLibraries
    • Ruby on RailsFrameworks
    • Microsoft SQL ServerDatabases
    • PostgreSQLDatabases
    • RedshiftDatabases
    • LookerDatabases
    • Google AnalyticsAnalytics
    • LookerAnalytics
    • TableauAnalytics
    • Heap AnalyticsAnalytics
    • Google OptimizeAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • Adobe Creative CloudDesign
    • ConfluenceManagement
    • Google DriveManagement
    • Google DocsManagement
    • JIRAManagement
    • Monday.comManagement
    • TrelloManagement
    • WordpressCMS
    • SalesforceCRM
    • VelocifyCRM
    • MaropostEmail
    • Google AdsLead Gen
    • Bing AdsLead Gen
    • Facebook AdsLead Gen
    • DisplayLead Gen
    • SlackCollaboration
    • Monday.comProject Management
    • TrelloProject Management

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?

I'm always encouraged to take on new and progressively more challenging projects. In my time at Beyond Finance, 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 does your team reward individual success?

One of the things that I really appreciate about Beyond is that as I've had the chance to succeed in different roles, the team continues to challenge me in different ways. I think that as a result, I've been rewarded with the opportunity to work on increasingly harder problems, while also being given more ownership over the direction of my work.

Andrew

Senior Manager, Strategy & Analytics

What are Beyond Finance Perks + Benefits

Beyond Finance Benefits Overview

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

Culture
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Hybrid work model
In-person all-hands meetings
Employee awards
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.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Employees are eligible for medical, dental and vision on the first of the month after 30 days of employment.
Life insurance
Wellness programs
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Performance bonus
Child Care & Parental Leave Benefits
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.
Family medical leave
Vacation & Time Off Benefits
Generous PTO
Paid holidays
Flexible time off
Floating holidays
Bereavement leave benefits
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Beyond Finance keeps a stocked kitchen full of snacks, tea and coffee.
Some meals provided
Company-sponsored happy hours
Onsite office parking
Relocation assistance
Mother's room
Onsite gym
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within

More Jobs at Beyond Finance

Easy Apply
By clicking Apply Now you agree to share your profile information with the hiring company.
Learn more about Beyond FinanceFind similar jobs like this