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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive expertise in compliance oversight and risk management within Contact Centers, with a strong focus on consumer banking regulations and regulatory change management. Proven ability to consult, influence, and present compliance matters effectively to executives while fostering relationships across business lines.
Highest-signal resume keywords
Compliance Risk ManagementConsumer Banking RegulationsRegulatory Change ManagementCompliance MonitoringIssue Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Compliance OversightRegulatory ReviewsData AnalysisRisk AssessmentsControl MappingProgram Effectiveness EvaluationsIssue ManagementRegulatory InquiriesTestingPolicy Development
Soft Skills
Strong Written CommunicationStrong Verbal CommunicationRelationship-BuildingPresentation SkillsProactive Mindset
Certifications & Qualifications
CRCM
Industry Keywords
Contact CentersConsumer BankingRegulatory ComplianceRisk IndicatorsRegulatory Complaints
About the role
Key responsibilities & impact- Provide compliance oversight, advisory support, effective challenge, and compliance risk management for Contact Centers
- Manage the engagement model for Compliance areas supporting Contact Center business lines
- Serve as primary compliance support and independent challenger for assigned business lines and initiatives
- Provide subject matter expertise and advice on applicable laws, rules, and regulations
- Monitor business activity through issue management, monitoring, and testing
- Participate in forums, committees, regular meetings, and regulatory reviews
- Review and challenge regulatory risks, mitigations, and launch conditions for material business changes and new initiatives
- Present initiatives and compliance matters to executives for approval
- Manage and track compliance issues through timely resolution
- Lead regulatory change management for new and updated state laws
- Monitor regulatory complaints, business reports, and key risk indicators
- Review and validate first-line testing and support regulatory control mapping
- Collaborate with cross-functional teams to strengthen compliance controls and reduce risk exposure
- Advise business partners on new and changed regulatory or policy requirements
- Develop and implement Compliance programs and risk assessments
- Prepare summaries, presentations, briefing notes, and other compliance documentation
- Represent Compliance on internal and external committees
- Manage high-risk initiatives and escalations
- Develop team procedures, awareness training content, and management communications
- Maintain relationships across business lines and control functions
- Provide thought leadership, knowledge transfer, mentorship, and team development
Requirements
What you’ll need- Undergraduate degree or equivalent work experience
- 7+ years of experience
- Strong subject matter expertise and knowledge of consumer banking regulations, including requirements affecting call-center employees
- Experience in compliance monitoring, testing, and control mapping
- Hands-on experience in issue management and regulatory change management
- Strong written and verbal communication skills
- Ability to consult, influence, and provide constructive challenge to business lines
- Strong presentation skills and ability to present to executives
- Relationship-building skills and ability to work across multiple business lines
- Proactive, results-oriented, and adaptable mindset
- CRCM preferred
- Experience with Artificial Intelligence initiative implementations in consumer banking is a plus
- Ability to manage compliance risk, regulatory reviews, inquiries, audits, and exams
- Ability to conduct data analysis, research, risk assessments, and program/policy effectiveness evaluations
- Ability to work with regulatory requirements across applicable federal and state laws
- Occasional domestic travel
Benefits
Comp & perks- Variable compensation/incentive awards, including eligibility for cash and/or equity incentive awards
- Health and well-being benefits
- Savings and retirement programs
- Paid time off, including Vacation PTO, Flex PTO, and Holiday PTO
- Banking benefits and discounts
- Career development
- Reward and recognition
- Regular career, development, and performance conversations with manager
- Online learning platform
- Mentoring programs
- Training and onboarding sessions
- Competitive benefits plan