Compliance Specialist

The Compliance Specialist ensures that Servbank operations adhere to all applicable federal and state laws and regulations and agency requirements as they relate to SERVBANK’s Policies and Procedures, Change Management Process, and formal Complaint Management Program. The individual will provide support to the unique workflows of each area. The individual will be accountable for meeting regulatory, agency and policy driven timelines, as well as internal KPIs. The individual will also assist with key compliance research and policy decisions as needed.

Identifying and implementing strategic initiatives will be a substantial portion of this job. These initiatives will be driven by regulatory changes or process improvements.

About Servbank:

Founded in 1994, Servbank is a banking institution with local roots and national reach. We were built on a foundation of community-orientation, which ensures that no matter who we serve, we do so with the human touch that marks the gold standard of service. We work with individuals, businesses, and communities, so that whether you’re a student, a homeowner, a small business owner, or a community leader, we can help you fulfill your goals. Come create excellence with Servbank.

Duties and Responsibilities

The Compliance Specialist will support three distinct company workflows: Change Management, Policy and Procedure Management and Complaint Management. These teams are designed to be flexible in their knowledge allowing team members to process work on diverse subjects. The individual will establish and maintain contacts within the various lines of business leaders so that quality responses are provided in all three areas. Responsibilities include:

• Provide support to the Complaint Queue, Policy and Procedure Queue and Change Management Queues.
• Conduct regulatory research and have some experience analyzing regulations for impact to various business units.
• Track corresponding KPIs in Change Management and report accurately in a timely manner.
• Respond to escalated formal complaint with clarity and quality.
• Assist in preparing monthly Complaints Committee meeting memorandum and distributing all relevant information to the participating members at least 3 days prior to the meeting.
• Address timeliness, accuracy, and/or quality issues with respective line of business leaders.
• Assist team members in moving items through the process. Must have experience managing queues and identifying and resolving bottlenecks.
• Consistently update tasks as they evolve so that the task tells a complete story from inception to completion.
• Escalate any responses that are at risk of missing a deadline to your manager with enough time for action to be taken.
• Review information provided for clarity and specifics. Ask clarifying questions, identify gaps in information and validate the information provided when possible.
• Identify patterns of complaints that would warrant the creation of a corrective action plans.
• Demonstrate ownership of assigned issues and work proactively with the lines of business and vendors until complete resolution.
• Periodically review the various tracking systems are updated in a timely manner with complete and accurate information.
• Identify and when applicable, implement improvements to the processes within the scope of this job description to improve efficiency and productivity.
• Must be a proactive self-starter willing to demonstrate leadership and team building approach.

Essential Knowledge and Skills

• Must have current working knowledge of industry servicing or banking regulations. Originations knowledge is a plus, but not a requirement.
• Excellent attention to detail, strong written and verbal communication skills, effective organizational abilities, and strong analytical skills.
• Strong problem-solving and decision-making skills.
• Ability to work independently.
• Capacity to manage resources, time and organizational skills to meet deadlines, prioritize tasks, follow through on projects, and document results.
• Strong team player with ability to influence and collaborate with peers and business leaders.
• Familiarity with Microsoft Office products. A strong understanding of using Microsoft Excel is required.

Education and Experience

Minimum 5 years of Mortgage experience.

EEO Statement:

We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.