New

Regulatory Readiness & Reg E First Line Monitoring Officer

Apple Bank for Savings
United States, New York, Manhasset
1395 Northern Boulevard (Show on map)
Feb 04, 2025
Manhattan, New York Hybrid Salary range: $140,000 - $160,000 The Regulatory Readiness & Reg E First Line Monitoring Officer is responsible for supporting the Reg E First Line Monitoring Team Lead in the gathering, validation, and provision of all first day FUR regulatory requests (including documentation), internal/external audits, and risk assessments. The individual in this position will also support the completion of first line Reg E claims and call monitoring. The monitoring of claims occur monthly/quarterly including first line reviews and control testing related to Reg E claims, which encompass a sample review of the claim's investigation process, a review of the documentation supporting a claim, claim resolution decisioning, and management's quality control review process. Reg E Call monitoring includes a weekly sample review of the calls of our Reg E Intake Representatives (both incoming and outgoing), to ensure they are handled in compliance with internal standards and CFPB Reg E error resolution requirements. The above first line assessments are required to validate Apple Bank's current controls and to define future key controls related to Reg E claims procedures and desktop guides, as well as to ensure procedural alignment with the Bank's control environment. ESSENTIAL DUTIES & RESPONSIBILITIES Support Reg E First Line Monitoring Team Lead with the completion of Reg E claims and call monitoring as outlined in department procedure manuals. Support Branch Operations in preparing and responding to regulatory inquiries and examinations related but not limited to CIP, Reg E, and Reg O requirements, coordinate responses to inquiries and examinations. Conduct monitoring of Reg E claims and associated transactional data to confirm the claims processing is handled in accordance with internal policies and procedures, as well as CFPB Reg E requirements. Monitor and evaluate recorded customer call on a regular cadence to assess the quality of customer service provided by representatives. Conduct detailed reviews of both incoming and outgoing recorded calls to ensure compliance with Reg E requirements, and internal policies and procedures. Identify and document areas for improvement in customer interactions, including call handling, adherence to scripting, Reg E knowledge, and resolution of customer issues. Prepare and present regular reports to management on call monitoring findings and key performance indicators. Stay abreast of regulatory updates, changes, and developments related to CIP, Reg E, and Reg O requirements; interpret and apply regulatory guidance to ensure the organization's compliance with relevant regulations. Collaborate with internal stakeholders, including Anti Financial Crimes (AFC), Compliance, Legal, and Branch Operations teams to address and resolve related issues specific to CIP, Reg E, Reg O. Perform other duties as requested. SKILLS, EDUCATION, & EXPERIENCE Bachelor's degree in business, communications, or a related field; relevant experience or certifications in quality assurance or audit. 6+ years of experience in quality assurance or audit environment, with a focus on quality control, regulatory requirements. Knowledge of regulatory requirements related to CFPB Regulation E, CIP, BSA/AML, OFAC etc. Strong attention to detail and analytical skills, with the ability to review and analyze documentation, data and customer interactions effectively. Strong communication skills (verbal + written) required. Ability to work independently and collaboratively in a fast-paced and dynamic environment. Knowledge of FIS IBS, Zelle processes, and/or Centrix a plus. Demonstrated proficiency in Microsoft Office suite of products, including Excel. Possess excellent analytical skills to develop reporting and executive presentations on data related to performance of the channel. Visa sponsorship not available. We are an equal opportunity employer and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, military and/or veteran status, or any other Federal or State legally-protected classes.