Complaint Compliance Analyst I

ABOUT US

Coastal is at the forefront of modern banking, combining strong financial infrastructure with cutting-edge Banking-as-a-Service (BaaS) and fintech enablement strategies. We support not only individuals with their personal banking needs; we also empower businesses by integrating modern banking technology that drives growth, flexibility, and innovation.

At Coastal, we think and move like entrepreneurs; focused on impact, speed, and continuous improvement. We believe in working smart, collaborating deeply, and building solutions that unlock real potential. If you're someone who thrives in a fast-moving environment, loves solving complex problems, and wants to help shape the future of banking, we’d love to meet you.

Check out our video here!

OVERVIEW

As a Compliance Analyst I in Complaints, you will help ensure regulatory compliance by reviewing and responding to customer and regulatory complaints. You will support an effective compliance complaints program at the Bank, working closely with compliance leaders to track, document, and escalate regulatory issues as needed. You will be responsible for intaking complaints, preparing and reviewing complaints responses, identifying the root causes of complaints, responding, and remediating appropriately, and reporting risks or trends to key stakeholders.

Note:

• The salary range of $68,899 - $82,678 is posted for compliance reasons. However, we will not be hiring above $78,000.

• Must be available to work standard Pacific Time business hours (8 AM – 6 PM PT with flexibility) regardless of location.

RESPONSIBILITIES TO INCLUDE

• Draft and review responses to complex complaints from regulatory agencies and customers for Core Bank and CCBX fintech partners, ensuring compliance and identifying potential regulatory risks.

• Log and maintain complaint cases utilizing a GRC tool for each complaint, document the account and include all relevant information and documents

• Monitor all open complaints daily to ensure all complaints are responded to prior to their deadline.

• Follow internal policies, procedures, and regulatory guidelines when handling complaints.

• Escalate complex cases to senior compliance analysts or management for further evaluation.

• Support regulatory requests and audits by compiling relevant documentation.

• Maintain updated knowledge of consumer protection regulations, including but not limited to, Reg E, Truth in Savings Act, UDAAP, FACTA, Reg Z (Truth in Lending), Reg B (Equal Credit Opportunity Act), and the Fair Credit Reporting Act.

QUALIFICATIONS

• Strong attention to detail with the ability to analyze complaint data and identify trends.

• Effective written and verbal communication skills with ability to summarize issues, articulate complex concepts clearly, create reports effectively, and draft clear, compliant, and well-supported responses to individuals across our financial institution and beyond.

• Ability to manage multiple tasks, prioritize workloads, and meet deadlines.

• Willingness to learn and adapt in a regulatory-driven environment.

• Strong collaboration skills to work with Compliance, Risk, and Customer Support teams.

EDUCATION/EXPERIENCE

• Bachelor’s degree, OR an equivalent combination of education and relevant experience.

• 1+ years of relevant experience in compliance, customer complaints, regulatory risk, or banking operations, ideally with some previous experience in complaint management.

• Proficient in Microsoft 365 tools, including Excel, SharePoint, Teams, and Word.

• Familiarity with consumer financial protection laws is preferred.

HOW YOU’LL THRIVE AT COASTAL

• Be the Best – Communicate effectively, pay close attention to detail, and prioritize your personal development.

• Be Relentless – Thrive in a goal-oriented environment exercising both patience and persistence. Advocate for our customers and team members and strive to promote the Coastal Difference.

• Be Un-Bankey – Be a forward thinker with a creative mindset. Build long-lasting relationships promoting the Coastal Difference, built on a foundation of integrity, honesty, and trust.

• Embrace Gray Thinking – Use sound judgment while decision-making and problem-solving. Think outside the box.

• Stay Flexible – Organize and strategize effectively while always being prepared to adapt on the fly. Seek efficiencies for Coastal to work smarter, not harder.

• Take Care of Each Other – Understand what it means to be a true team player and have your teammate's back. Practice self-awareness and build your emotional intelligence.

BEING YOU AT COASTAL

Coastal is an equal opportunity employer. We are committed to providing a workplace free from discrimination and harassment. All employment decisions are based on merit, qualifications, and business needs. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, or any other protected status under applicable laws.

BENEFITS WE OFFER

We’re proud to offer a comprehensive benefits package designed to support your health, financial well-being, and work-life balance. Our offerings include:

• Medical Coverage: Choose from three competitive medical plans to find the coverage that best fits your needs and lifestyle.

• Health Savings Account (HSA): Available with eligible medical plans, offering tax advantages and employer contributions.

• Flexible Spending Accounts (FSA): Options for healthcare and dependent care expenses to help you save on out-of-pocket costs.

• Dental and Vision Insurance: Plans to keep you and your family smiling and seeing clearly.

• Life Insurance: Company-paid basic life insurance with options to purchase additional coverage for yourself and your dependents.

• Long-Term /Short-Term Disability (LTD): Income protection in the event of a long-term illness or injury.

• Supplemental Benefits: Including Hospital Indemnity, Accident Insurance, and Critical Illness coverage to provide extra financial support when you need it most.

• 401(k) Retirement Plan: A competitive retirement savings plan with company matching to help you plan for the future.

• Paid Time Off: Generous vacation and sick leave policies to support your time away from work.

• Holidays: Enjoy 11 paid holidays throughout the year.

Check out our benefits on our careers site!!

PHYSICAL DEMANDS

The physical demands described below are required to perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee must be able to:

• Sit for extended periods of time.

• Stand for extended periods of time.

• Perform repetitive finger, hand, and arm movement.

• Use electronic office equipment such as a computer keyboard, mouse, ten key, telephone, etc.

• View and read computer screens for extended periods.

• Occasionally stoop, kneel, crouch, or crawl.

• Occasionally lift or move up to 10 pounds.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.