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About the Role
This is a high-ownership, individual-contributor role focused on end-to-end issue management for compliance within a bank partnership model. The role involves owning the inventory of compliance issues, developing corrective action plans, managing consumer remediation, and reporting to bank partners. Success requires a critical thinking approach, a drive to finish tasks, comfort with data and AI tools, and clear writing skills. The position offers the opportunity to build and mature a compliance program, working at the intersection of multiple departments and directly impacting customer outcomes.
Responsibilities
- Own the issue inventory, including intake, classification, root cause analysis, target dates, status, and closure across all card programs and bank partners.
- Log newly identified issues with critical details such as the nature of the problem, relevant regulations, start date, consumer harm cessation date, and affected customer count.
- Reconcile the issue log with each bank partner's register to ensure consistency.
- Maintain a detailed chronological record for each issue, documenting key events and knowledge.
- Reassess aged issues and negotiate realistic remediation timelines.
- Drive corrective action plans to validated closure, ensuring they include defect identification, resolution, owner, timeline, and proof of effectiveness.
- Establish and document the date consumer harm stopped for all consumer-impacting issues.
- Implement interim controls for issues where permanent fixes will take time.
- Collaborate with Engineering, Product, and Operations to address underlying defects and ensure durable fixes.
- Test and validate fixes before closing issues.
- Escalate potential missed remediation dates or recurring issues in writing.
- Scope impacted populations for consumer remediation, considering overlaps.
- Design remediation plans, including delivery methods and handling for hard-to-reach customers.
- Verify post-remediation that customers received the correct amounts and maintain audit trails.
- Partner with Finance and Operations on payment execution and reconciliation.
- Produce monthly issue logs for bank partners by a fixed deadline.
- Adhere to and adapt to each bank partner's issue management guidance.
- Respond to bank partner and examination requests regarding open issues.
- Prepare issue management reporting for the Compliance Committee and the Board.
- Improve issue management tooling and workflows, including automation.
- Identify recurring issue patterns and develop preventive controls and monitoring.
- Maintain organized and examination-ready issue records.
- Provide coverage for other compliance functions as needed.
Requirements
- Critical thinking skills to analyze problems with incomplete information and defend conclusions.
- Proven ability to take a problem from identification through to verified resolution.
- Experience using AI tools in daily work, with an understanding of their reliability and limitations.
- Comfort with data analysis, including assessing data accuracy and identifying contradictions.
- Clear and precise writing skills for corrective action plans, issue narratives, remediation summaries, and reporting.
- Willingness to learn relevant regulations (e.g., Regulation Z, E, B, UDAAP, FCRA).
- Strong organizational skills to manage numerous open items with deadlines.
- Self-directed with the ability to identify and address issues without direct supervision.
- Experience in any background, with a focus on evidence of critical thinking and task completion.
Skills
- Issue Management
- Compliance
- Corrective Action Planning
- Consumer Remediation
- Reporting
- Root Cause Analysis
- Data Analysis
- AI Tools
- Critical Thinking
- Problem Solving
- Written Communication
- Organization
- Self-Direction
- SQL (Bonus)
- Automation Scripting (Bonus)
- Consumer Finance Operations (Bonus)
- Internal Audit (Bonus)
- Regulatory Examination Support (Bonus)
- Program Development (Bonus)
Location
- San Francisco, CA (In-office 5 days a week)
Work Type
- In-office
- Full-time
Experience Level
- Analyst Level
- Manager Level
Education Level
- Consumer compliance certification (e.g., CRCM) (Bonus)
Salary/Compensations
- $120,000 to $160,000
Benefits
- Meaningful Start-up equity
- 100% health, vision & dental primary coverage
- 75% health, vision & dental dependent coverage
- Catered lunches
- $250/month Commuter benefit
- Parental leave
- Team building events & happy hours
- Flexible PTO with a minimum of 15 days off per year
- Apple equipment
- 401k plan
About the Company
- Cardless is a program manager that partners with FDIC- and OCC-regulated issuing banks to design and deliver co-branded credit and debit card programs.
- This is an early-stage company with a small team servicing hundreds of thousands of customers.
- The company operates in a bank partnership model, requiring compliance to satisfy the company, brand partners, and issuing banks with their own regulators.