Corporate Quality Monitoring Consultant

Comerica Bank
life insurance, parental leave, paid time off, sick time, 401(k)
United States, Michigan, Detroit
Apr 16, 2025
Corporate Quality Monitoring Consultant The Corporate Quality Monitoring Consultant role will be responsible for executing the formal monitoring program for consumer complaints sourced from all internal and external sources, including directly from customers and from regulatory agencies (e.g., Federal Reserve of Dallas, Texas Department of Banking, Consumer Financial Protection Bureau, Office of the Comptroller of the Currency, State Attorney General Office) with a high level of independence. Assists in managing and responding to complaints received from Regulatory Agencies. This includes, but is not limited to, identifying exceptions to policy in consumer complaint documentation, as well as the identification of systemic challenges. Position Responsibilities: Complaint Monitoring Engage in the timely and accurate independent execution of Complaint-related Monitoring scripts in alignment with Comerica's Risk Management, Compliance, legal and regulatory expectations for the First Line of Defense. Perform periodic (e.g., daily, weekly, monthly) Complaint Monitoring and Exception Dashboard reviews. Identify individual Complaint exceptions, as well as systemic themes, and report results to the appropriate parties. Participate in the periodic review, adjustment, and approval of existing Monitoring scripts as well recommend new scripts based on Monitoring findings. Recommend policy and procedures changes, training opportunities and communications topics based upon Monitoring results. Create both planned and ad hoc Monitoring complaint reporting that details key trends and findings; engage with the Corporate Quality Complaint Manager, peers, executive management, Business Risk & Control Officers, Compliance, Legal and business units to ensure that the Complaint Monitoring program sufficiently informs Comerica's Compliance Management Program. Complaint Management Effectively support the regulatory and non-regulatory complaint management process from a customer service, documentation, procedural, accuracy, timeliness, and escalation (e.g., reputational, monetary impact) perspective. Determine the root cause of consumer discontent and provide recommendations for resolution that are in alignment with Comerica's policies, procedures, risk tolerance and culture. Maintain a working knowledge of the regulations and laws that govern effective complaint management. Proactively maintain knowledge of Comerica's products, services, operations, and technology tools. From a First Line of Defense (FLOD) perspective, lead and manage implementation of new or revised regulatory requirements in support of the Compliance Management System (CMS) requirements. Manage Departmental risks and requirements involving compliance, fraud, and legal matters. Cross Divisional Collaboration Independently collaborate with various units (e.g. Compliance, Legal, Fraud, Corporate Security) across the enterprise on a regular basis with the goal of maturing of bank's management and response model for complaints and other applicable topics. Position Qualifications: Bachelor's Degree from an accredited university or High School Diploma or GED and4 years of relevant experience in Direct experience/knowledge of Compliance, Audit, Risk Management and/or Complaint Management functions in lieu of Bachelor's degree 6 years of Customer Service experience 5 years of Financial services experience or operating in a highly regulated industry 5 years of experience analyzing or interpreting procedures and/or regulatory requirements 2 years of experience utilizing Microsoft Products including Outlook 2 years of Project Management experience Work Best Category: Category C - Days in the office will either be designated days or will vary week to week from 2-5 days Hours: 8:00am - 5:00pm Monday - Friday Salary: To Be Determined Based on Individual Experience About Comerica We know our employees are critical to our overall success and we are dedicated to investing in their future. One of the ways we do this is to offer a comprehensive Total Rewards package designed to recognize and reward individual performance, as well support health, well-being, development and security for our colleagues and their family. Total Rewards consists of cash compensation, development and flexible benefit programs designed to meet individual needs today and in the future. Your salary will be commensurate with your work experience and our programs are reviewed regularly to ensure each remain competitive. We are proud to offer benefits such as health and welfare programs, strong retirement benefits, and generous paid time off programs. You and your eligible family members, including domestic partners and their children, can participate in medical, dental, and vision benefits, 401(k) and pension, income protection benefits such as life insurance, AD&D, and supplemental health programs to offset unexpected health care expenses. We also have a variety of time off programs for things like vacation, sick time, disability, and parental leave. Eligibility for some programs varies based on employment status and tenure. Upon offer, Comerica conducts a comprehensive background and fingerprint check. NMLS certification requirement: where applicable, a favorable background check screening, credit check, fingerprint check, and NMLS certification is required in accordance with the SAFE Act. Comerica Incorporated (NYSE: CMA) is a financial services company headquartered in Dallas, Texas, and strategically aligned into three major business segments; the Commercial Bank, the Retail Bank, and Wealth Management. Comerica's colleagues focus on relationships, and helping people and businesses be successful. In addition to Texas, Comerica Bank locations can be found in Arizona, California, Florida and Michigan, with select businesses operating in several other states, as well as in Canada and Mexico. Comerica is proud to be an Equal Opportunity Employer - veterans/individuals with disabilities, committed to workplace diversity.