Compliance Complaints Advisory (CCA) - Principal Associate

Compliance Complaints Advisory (CCA) - Principal Associate

The US Card Compliance team is seeking an experienced Principal Associate to be a Compliance Complaints Advisory Specialist who will be responsible for researching, analyzing, and offering regulatory guidance on high-risk customer complaints to support the Customer Advocacy Office (CAO) team and Channels organization within US Card. The US Card Compliance Complaints Advisory Specialist researches complaint cases, including communication from/to regulators, agents, and customers, and analyzes how customer accounts were serviced. This role involves analyzing complaints for trends across business areas and processes, plus sharing regulatory insights. Collaboration with credit card operations team and complaint areas, Legal, and other partners is anticipated to exchange knowledge and insights from complaints while offering direction, counsel, and training for upcoming customer initiatives and fulfillment. The ideal candidate should have a passion for researching regulatory requirements, simplifying complex regulations, and using critical thinking, judgment, and analysis to effectively evaluate compliance. The role requires the ability to work autonomously and cross-functionally and develop/maintain strong relationships with partner teams. In addition, this role requires great attention to detail, excellent verbal and written communication skills, and the ability to succinctly and clearly communicate regulatory requirements to others.

Responsibilities:

• Maintain subject matter expertise of applicable laws and regulations for consumer card products and services across the lifecycle of an account

• Partner with Legal’s attorneys for complaints that need Legal review for UDAAP/UDAP risks, as well as for any Legal risks identified

• Consult and work closely with Compliance colleagues in Card horizontal areas that require complaint reviews, e.g. Small Business Card, Privacy, Fair Lending, AML

• Document complaint regulatory assessments, consistent with policies and procedures

• Work with credit card complaints operations to review and resolve complaint questions and engage in meetings as needed

• Provide ad-hoc training to first line teams on regulatory risk related to complaints and customer experience

• Advise business and Compliance colleagues on known risks, events or activities that may generate complaints Support lines of business through expert advice, and elevate best practices

• Request and analyze data; support and initiate efforts to improve data sourcing; and drive innovation with business partners and IT support teams

• Identify trends in data and proactively advise on identified external and internal risks

• Review Compliance tools to generate trending information, and escalate with subject matter experts, advisors, and the business when necessary

• Demonstrate an understanding of business processes, control frameworks, and related regulatory and compliance standards

• Maintain expert understanding of Compliance Risk Management Framework and applicable laws and regulations

• Participate in reporting activities used by Senior Leadership

• Demonstrate strong time management, organizational, and prioritization skills; complete multiple concurrent tasks within close deadlines with a high degree of accuracy and detail

• Exhibit strong problem-solving and conceptual thinking skills

• Flexibility to travel to various Capital One locations as necessary

Basic Qualifications:

• High School Diploma, GED, or equivalent certification

• At least 3 years of experience in compliance, risk management, audit or legal

• At least 2 years of experience working with Credit Card Products, Operations or Servicing

• At least 1 year of experience interacting with senior management or business partners

Preferred Qualifications:

• Master’s Degree

• 4+ years of experience in compliance, risk management, audit or legal

• Strong knowledge of Credit Card Products, Operations, Servicing, Systems and Platforms

• Certified Regulatory Compliance Manager (CRCM) certification, Association of Certified Anti-Money Laundering Specialists (ACAMS) certification, or Certified Information Privacy Professional (CIPP) certification

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

McLean, VA: $117,300 - $133,900 for Compliance Advisory Specialist III

Richmond, VA: $106,700 - $121,700 for Compliance Advisory Specialist III

Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.

This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website . Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

This role is expected to accept applications for a minimum of 5 business days.

No agencies please. Capital One is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

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Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).