Principal US Card Compliance Complaints Associate

Capital One
McLean, Virginia, United States
Mar 17, 2023
Mar 26, 2023
Full Time
Center 1 (19052), United States of America, McLean, Virginia

Principal US Card Compliance Complaints Associate

The US Card Compliance Complaints Team is recruiting for a Compliance Advisory Specialist Principal Associate to research, analyze and provide regulatory guidance on high-risk customer complaints to support the Customer Advocacy Office (CAO) team and Channels organization within US Card.

This role involves researching complaint cases, including any communication with regulators and customers, and how we serviced our customers' accounts. In addition to complaint reviews, this role requires analysis of complaints for trends across business areas, including their processes, and the sharing of regulatory insights. Consultation with the CAO team and other Tier 2 Complaint areas within Channels is also expected (share complaints' insights, and provide guidance/advice/training on future customer initiatives and/or fulfillment).

  • Maintain subject matter expertise of applicable laws and regulations for consumer card products and services across the lifecycle of an account
  • Partner with the Legal department's attorneys for complaints that need Legal review for UDAAP/UDAP risks, as well as 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 in PRIME, consistent with Event Management procedures
  • Work with CAO and Tier 2 operations to review and resolve complaint questions and engage on regular meetings as needed
  • Provide ad-hoc training to first line teams on regulatory risk related to complaint and customer experience
  • Advise business on known risks, events or activities that may generate complaints
  • Support lines of business through expert advice, and elevate best practices
  • 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
  • Maintain expert understanding of Compliance Risk Management Framework and applicable laws and regulations
  • Participate in reporting activities, such as LAUNCH (formerly NPMIG), and other reports used by Senior Leadership
  • 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 US Card Products, Operations or Servicing

Preferred Qualifications:
  • Master's Degree
  • At least 4 years of experience in compliance, risk management, audit or legal
  • Strong knowledge of US Card Products, Operations, Servicing, Systems and Platforms
  • CRCM certification, ACAMS certification, or CIPP certification

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

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.

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, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, 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).

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