Bank Compliance Director- Complaints & Third Party Oversight

Why Stifel

Stifel strives for a culture that puts its clients and associates first: a culture where everyone belongs, everyone is welcome, and everyone contributes to the success of our clients, their careers, and the firm as a whole.

 

Let’s talk about how you can find your place here at Stifel, where success meets success.

What You'll Be Doing

The Bank Compliance Director - Complaints and Third-Party Oversight will design, implement, and oversee a structured compliance complaints program that ensures comprehensive complaint capture, timely responses, root cause analysis, operational improvements, board reporting, and remediation of potential issues. The complaints management framework will incorporate robust third-party oversight to ensure vendors and service providers operate in full compliance with regulatory expectations. The Bank Compliance Director will work closely with business lines to embed third-party monitoring into complaint handling, reporting, and resolution processes, ensuring a seamless and compliant customer experience. Additionally, this role will provide compliance support across banking functions, with a mortgage-focused emphasis, covering the entire mortgage lifecycle—originations, servicing, escrow, default servicing, loss mitigation, and payoff.

What We're Looking For

• Build and oversee a structured complaints management framework, ensuring compliance with regulatory requirements.
• Establish standardized complaint intake, tracking, resolution, and reporting processes, including complaints received and/or handled by third parties.
• Conduct root cause analysis on complaints to identify systemic issues, mitigate risks, and drive process improvements. Ensure complaint resolution data is accurately documented and analyzed to support regulatory audits and business improvements.
• Develop trend analysis and reporting mechanisms to provide insights into complaint patterns and regulatory risks. Ensure complaint data is leveraged to provide operational insights and proactively address emerging risks.
• Develop and conduct ongoing monitoring and due diligence of third-party relationships, assessing compliance risks and performance.
• Establish standardized mechanisms to track third-party complaint trends and identify areas for improvement.
• Collaborate with business lines to ensure third-party complaint resolution processes align with internal compliance standards.
• Ensure compliance across the entire mortgage lifecycle, including originations, servicing, escrow, default management, loss mitigation, foreclosure, payoff, and associated complaints.
• Oversee adherence to Regulation Z (TILA), Regulation X (RESPA), Fair Lending Laws (ECOA, FHA), Truth in Savings Act (TISA), Bank Secrecy Act (BSA), Unfair, Deceptive, or Abusive Acts or Practices (UDAAP), and other regulatory requirements.
• Provide compliance oversight for deposits, consumer lending, credit cards, treasury management, and commercial lending, ensuring adherence to regulatory requirements.
• Assist in compliance testing, monitoring, and policy implementation to ensure adherence to evolving regulations.
• Offer guidance and training to business line staff on regulatory requirements, third-party oversight, and compliance best practices.
• Develop and maintain detailed and infographic compliance reports for regulators and senior management.
• Work closely with legal, risk management, mortgage, credit card, deposit, commercial lending, treasury management, and venture banking teams to ensure comprehensive compliance.

What You'll Bring

• Proven ability to develop and oversee complaints handling programs across all bank products and services, including third-party complaint oversight.
• Strong understanding of vendor oversight, due diligence, and compliance expectations for third-party service providers.
• Ability to analyze complaint trends, identify root causes, and implement corrective actions.
• Strong ability to assess complex regulatory requirements, identify compliance risks, and implement effective solutions.
• Excellent written and verbal skills to provide clear guidance to business units, regulators, and internal stakeholders.
• Expertise in risk-based compliance testing, ongoing monitoring, and policy implementation to ensure adherence to evolving regulations.
• Proficient understanding of Regulation Z (TILA), Regulation X (RESPA), Fair Lending Laws (ECOA, FHA), Truth in Savings Act (TISA), Bank Secrecy Act (BSA), Unfair, Deceptive, or Abusive Acts or Practices (UDAAP), and other key banking laws and regulations.

Education & Experience

• Minimum Required: Bachelor’s degree in finance, law, business administration, or a related field, or, 12+ years of relevant experience in banking compliance, mortgage, consumer lending, payments, deposits, and commercial lending may substitute for formal education.
• Minimum Required: 5+ years in banking compliance, with a focus on complaints management, third-party oversight, mortgage (originations, servicing, default servicing, loss mitigation, escrow, and loss drafts), deposits, and consumer lending regulations.

Licenses & Credentials

• Minimum Preferred: Certified Regulatory Compliance Manager (CRCM); candidates without a CRCM must obtain certification within one year of employment to ensure compliance expertise.

Systems & Technology

• Proficient skills in Excel, Word, PowerPoint, SharePoint, and Teams.

About Stifel

Stifel is more than 130 years old and still thinking like a start-up.  We are a global wealth management and investment banking firm serious about innovation and fresh ideas.  Built on a simple premise of safeguarding our clients’ money as if it were our own, coined by our namesake, Herman Stifel, our success is intimately tied to our commitment to helping families, companies, and municipalities find their own success.

 

While our headquarters is in St. Louis, we have offices in New York, San Francisco, Baltimore, London, Frankfurt, Toronto, and more than 400 other locations.  Stifel is home to approximately 9,000 individuals who are currently building their careers as financial advisors, research analysts, project managers, marketing specialists, developers, bankers, operations associates, among hundreds more.  Let’s talk about how you can find your place here at Stifel, where success meets success.

 

At Stifel we offer an entrepreneurial environment, comprehensive benefits package to include health, dental and vision care, 401k, wellness initiatives, life insurance, and paid time off.

 

Stifel’s bank and trust companies are equal opportunity employers. All candidates will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, veteran status, genetic information or any other protected characteristic under applicable law.  If you would like more information regarding Equal Employment Opportunity rights and protections, please review the following information: Know Your Rights.

 

Stifel is an Equal Opportunity Employer.