Risk Analyst II - Complaints (Hybrid - Raleigh, NC)

Overview

This is a hybrid role with the expectation that time working will regularly take place inside and outside of the office located at 100 East Tryon Rd, Raleigh, NC 27603.

The Risk Analyst II supports the organization's compliance and risk management efforts by interpreting regulatory changes, assessing their applicability to business operations, evaluating compliance with regulatory requirements, and documenting implementation plans to address any gaps.

This role investigates customer complaints, drafts complaint responses, ensures adherence to established deadlines, and partners with Compliance and business stakeholders to address regulatory concerns, support agency inquiries, and collaborate with business unit leaders to develop and document remediation and implementation plans that promote ongoing compliance.

Responsibilities & Qualifications

• Duties & Responsibilities: Analyze and interpret federal, state, and local laws, regulations, statutes, and regulatory guidance to assess potential impacts on business operations, policies, and procedures.
• Evaluate departmental processes and controls to determine compliance with applicable regulatory requirements and identify areas of potential risk or non-compliance.
• Partner with business unit leaders and stakeholders to develop, implement, and monitor corrective action plans to address identified compliance gaps and mitigate regulatory risk.
• Review, investigate, and document customer complaints to identify potential regulatory, compliance, legal, operational, or reputational risks requiring escalation.
• Utilize complaint management systems to accurately categorize, track, and escalate complaints to Compliance in accordance with established governance processes.
• Perform thorough research and root-cause analysis of customer allegations by reviewing account documentation, system records, policies, procedures, and applicable regulatory requirements.
• Draft clear, accurate, and well-supported responses to customer complaints while ensuring adherence to applicable regulatory standards, internal policies, and service-level agreements (SLAs).
• Monitor complaint resolution timelines and proactively manage case inventories to ensure regulatory and internal response deadlines are consistently met.
• Assist Compliance with agency complaints and other risk-related inquiries.
• Identify emerging complaint trends, regulatory concerns, and control weaknesses; communicate findings and recommend process improvements to reduce risk exposure and enhance customer experience.
• Maintain detailed documentation supporting complaint investigations in accordance with record retention requirements.

Qualifications:

• Bachelor's Degree and 1 years' experience OR High School Diploma or GED/Equivalent and 5 years' experience in Risk Analytics or Analytics

Preferred Qualifications:

• Strong understanding of regulatory compliance, risk management, complaint handling, and issue management practices.
• Demonstrated ability to interpret complex laws, statutes, regulations, and regulatory guidance and translate requirements into actionable business processes and controls.
• Strong analytical, investigative, and problem-solving skills with the ability to identify root causes and propose practical solutions.
• Excellent written communication skills, including experience drafting customer-facing correspondence, executive summaries, and regulatory responses.
• Experience working with Compliance and business stakeholders in a highly regulated environment.
• Ability to manage multiple priorities, meet strict regulatory deadlines, and operate effectively in a fast-paced environment.
• Skills: Regulatory Compliance
• Detail oriented
• Interpersonal skills
• Analytical Reasoning
• Additional Information
• This job posting is expected to remain active for 7 days from the initial posting date listed above. If it is necessary to extend this deadline, the posting will remain active as appropriate. Job postings may come down early due to business need or a high volume of applicants.
• Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.

Responsibilities

• Duties & Responsibilities: Analyze and interpret federal, state, and local laws, regulations, statutes, and regulatory guidance to assess potential impacts on business operations, policies, and procedures.
• Evaluate departmental processes and controls to determine compliance with applicable regulatory requirements and identify areas of potential risk or non-compliance.
• Partner with business unit leaders and stakeholders to develop, implement, and monitor corrective action plans to address identified compliance gaps and mitigate regulatory risk.
• Review, investigate, and document customer complaints to identify potential regulatory, compliance, legal, operational, or reputational risks requiring escalation.
• Utilize complaint management systems to accurately categorize, track, and escalate complaints to Compliance in accordance with established governance processes.
• Perform thorough research and root-cause analysis of customer allegations by reviewing account documentation, system records, policies, procedures, and applicable regulatory requirements.
• Draft clear, accurate, and well-supported responses to customer complaints while ensuring adherence to applicable regulatory standards, internal policies, and service-level agreements (SLAs).
• Monitor complaint resolution timelines and proactively manage case inventories to ensure regulatory and internal response deadlines are consistently met.
• Assist Compliance with agency complaints and other risk-related inquiries.
• Identify emerging complaint trends, regulatory concerns, and control weaknesses; communicate findings and recommend process improvements to reduce risk exposure and enhance customer experience.
• Maintain detailed documentation supporting complaint investigations in accordance with record retention requirements.

Qualifications:

• Bachelor's Degree and 1 years' experience OR High School Diploma or GED/Equivalent and 5 years' experience in Risk Analytics or Analytics

Preferred Qualifications:

• Strong understanding of regulatory compliance, risk management, complaint handling, and issue management practices.
• Demonstrated ability to interpret complex laws, statutes, regulations, and regulatory guidance and translate requirements into actionable business processes and controls.
• Strong analytical, investigative, and problem-solving skills with the ability to identify root causes and propose practical solutions.
• Excellent written communication skills, including experience drafting customer-facing correspondence, executive summaries, and regulatory responses.
• Experience working with Compliance and business stakeholders in a highly regulated environment.
• Ability to manage multiple priorities, meet strict regulatory deadlines, and operate effectively in a fast-paced environment.
• Skills: Regulatory Compliance
• Detail oriented
• Interpersonal skills
• Analytical Reasoning

Qualifications

• This job posting is expected to remain active for 7 days from the initial posting date listed above. If it is necessary to extend this deadline, the posting will remain active as appropriate. Job postings may come down early due to business need or a high volume of applicants.
• Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.