Compliance Officer - Complaints Management

Location:

127 Public Square - Cleveland, Ohio 44114

Job Summary
As part of Key’s second line of defense Compliance Risk Management function, the Complaint’s Management Compliance Officer is responsible for helping to execute a robust and effective compliance complaints program, collaborating across the three lines of defense to reinforce risk awareness and compliance culture.    As a member of the Fair and Responsible Banking (“FARB”) team (within Compliance Risk Management [“CRM”], the incumbent will provide second line of defense testing and monitoring of complaints.  Specifically, this role will assist in execution of testing and continuous monitoring to evaluate the Complaints program. Additional monitoring activities may include but not limited to assisting with the review and challenge of complaints, policies, procedures, training program content, issues management, implementation of regulatory changes, reporting routines (executive, regulatory, and governance committees), etc.   

Moreover, partnering with the LOB while balancing the fiduciary oversight role is important. This role is expected to promote an organizational culture that encourages acknowledgement and recognition of compliance risks and places a high priority on risk management.  

 

Essential Functions

• Serve on a team that provides an independent Second Line of Defense approach to oversee the Complaints Program and evaluation by independently assessing risks and issues; engage with the lines of business to help identify risks, assist with development and execution, provide review and challenge on complaints, and advise on and monitor remediation activities.  

• Assists with developing a bank-wide approach to overseeing the Complaints Program, which focuses on identifying, measuring, mitigating, monitoring, and reporting of Complaint Data. 

• Utilize data analysis tools and techniques to analyze, quantify, and/or assess complaints and to evaluate controls to identify potential weaknesses and/or control gaps. Provide actionable insights to business partners.
• Remain current on developments in applicable laws, rules, standards, guidelines, and industry best practices.
• Maintain a sound understanding of business strategy, business processes and associated risks with respect to all business units.

• Assist with monitoring and recommend improvements to business processes, which are necessary to meet regulatory changes and further mitigate potential risk exposure to Key from complaints. 

• Support the review and challenge of complaints, the new or revised policies procedures, processes, training program content, issues management, implementation of regulatory changes, executive and regulatory reporting routines, etc. 

• Provide information for analysis and reporting on complaints, including risk metrics performance, control testing results, remediation plans and status, peer benchmarks, external events, and emerging risks. 

• Assist with supporting the LOB on complaint-related regulatory exam and internal audit activities. 

• Clearly document and communicate the results or conclusions from any complaint testing and monitoring performed and provide heightened awareness around significant risks and proactive identification, escalation, and remediation of control weaknesses or gap. 

• Develop and maintain strong, collaborative relationships with all lines of business, mid to senior level management, other internal clients and peers, and Audit. 

Required Qualifications

• Bachelor’s degree, CRCM a plus 
• Minimum of 3 years of Compliance experience, complaints experience preferred with strong knowledge of applicable regulations, and a strong focus on risks and controls. 

•  Knowledge of internal controls, compliance testing and monitoring processes (including analytics), and applicable techniques for implementation of regulatory compliance requirements and compliance processes 

• Demonstrated skill in effectively communicating (verbal and written) results to a diverse audience; ability to work with all levels of management with a focus on collaboration and relationship management. 
• Must possess initiative, be a self-starter, ability to adapt quickly to change or shifting priorities, have a high attention to detail and accuracy and work in a fast-paced, changing environment \
•  Strong written and oral communications and interpersonal skills, ability to develop and maintain strong, collaborative relationships with all lines of defense. 

• Actively identify and pursue training or continuing education opportunities to further develop overall knowledge of regulatory compliance, banking products and services, industry trends, and emerging risks.

• Performs other duties as assigned; duties, responsibilities and/or activities may change, or new ones may be assigned at any time with or without notice
• Ability to present arguments backed with detailed data analytical support; can highlight the rationale behind decisions. Tableau experience a plus. 
• Complies with all KeyBank policies and procedures, including without limitation, always acting professionally, conducting business ethically, avoiding conflicts of interest, and acting in the best interests of Key’s clients and Key.

COMPENSATION AND BENEFITS

This position is eligible to earn a base salary in the range of $90,000 to $110,000 annually depending on location and job-related factors such as level of experience. Compensation for this role also includes eligibility for short-term incentive compensation and deferred incentive compensation subject to individual and company performance.

Please click here for a list of benefits for which this position is eligible.

Key has implemented a role-based Mobile by Design approach to our employee workspaces, dedicating space to those whose roles require specific workspaces, while providing flexible options for roles which are less dependent on assigned workspaces and can be performed effectively in a mobile environment. As a result, this role may be Mobile or Home-based, which means you may work primarily either at a home office or in a Key facility to perform your job duties.

Job Posting Expiration Date: 05/10/2025 KeyCorp is an Equal Opportunity Employer committed to sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing HR_Compliance@keybank.com.

#LI-Remote

Apply