Monitory and Consumer Response Analyst

Join a leading organization in the financial services sector, deeply committed to customer satisfaction and operational excellence. This company is at the forefront of its industry, driven by a mission to deliver unparalleled service and uphold the highest standards of compliance. As an Aquent talent, you will contribute to a dynamic environment where your expertise directly influences positive customer outcomes and robust regulatory adherence.

Are you a meticulous analyst with a passion for problem-solving and a knack for understanding consumer needs? We are seeking a dedicated professional to play a pivotal role in enhancing our customer experience and ensuring regulatory compliance. In this position, you will be instrumental in transforming consumer feedback into actionable insights, directly impacting our operational strategies and fostering a culture of continuous improvement. Your work will not only reduce consumer complaints but also strengthen our relationships with customers and regulatory bodies, making a tangible difference in our service delivery.

What You'll Do

• Continuously refine and implement systematic, quantitative approaches to analyze, resolve, and prevent consumer complaints and service concerns.
• Conduct in-depth root cause analysis on consumer feedback, translating findings into actionable recommendations for operational enhancements.
• Perform comprehensive research, aggregate complaint data, and effectively communicate response statuses to relevant stakeholders.
• Collaborate closely with internal Compliance and Risk teams to deepen data interpretation and evolve complaint reporting models.
• Conduct data analytics on inputs from our complaint management system to bolster the broader Compliance Management System.
• Prepare insightful analytical reports and strategic recommendations for executive leadership, regulatory examinations (e.g., CFPB), state regulatory audits, and high-risk compliance topics.
• Actively participate in reviewing and updating policies and procedures related to consumer complaints and the monitoring framework.
• Provide essential technical and analytical guidance for critical compliance monitoring initiatives.
• Serve as a primary technical and operational resource for the consumer complaint intake infrastructure, managing logs for various inquiry types (e.g., Better Business Bureau, Executive, CFPB, Social Media).
• Coordinate timely and accurate responses to inquiries from internal business units and legal counsel.

What You'll Bring

• Education: Bachelor's degree in Business Communications, English, Journalism, Business Administration, or equivalent practical work experience.
• Experience: A minimum of 4 to 5 years of professional experience within the financial services or auto finance industry.
• Knowledge & Technical Skills:
  
  
  
  • Strong operational knowledge of consumer lending standards across loan origination, servicing, collections, and lease/loan end-of-term.
  • Exceptional quantitative, analytical, and operational analysis skills.
  • Outstanding written communication, technical writing, and research capabilities.
  • Hands-on experience with process flowcharting, project management methodologies, and executive report creation.
  • Familiarity with technical systems, software testing principles, database/table maintenance, and network/mainframe environments.