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Citizens Compliance Manager - UDAAP in Medford, Massachusetts


Compliance Manager – UDAAP and Consumer Protection

This role reports to the UDAAP and Consumer Protection Director and supports the Office of Fair and Responsible Banking by providing subject matter expertise across one or more business units and associated product sets. Compliance risk management coverage will include all aspects of treating customers fairly aligned with key regulations, such as UDAAP/UDAP, Elder Abuse laws, SCRA/MLA and Americans with Disability Act. The Compliance Manager assures all protected consumers and businesses have fair and equal access to banking services and assesses customer treatment risk across applicable business lines. The role provides advisory support to business leaders including driving effective compliance risk management, offering credible challenge, escalation of complaint themes and reporting as appropriate.

The Compliance Manager will make use of reporting, data analysis, and monitoring of this subject matter to inform relevant stakeholders across both first- and second-line teams. The role has primary responsibility for performing periodic monitoring of assigned business lines and/or products for UDAAP, Consumer Protection, Customer Harm, SCRA/MLA, and ADA. Functions of this monitoring may include deposit product, loan and marketing reviews, policy & procedure reviews and risk assessments with intent to identify procedural gaps, potential unfair or deceptive practices, potential for customer harm, and any enhancements that may be needed. Additional responsibilities include engaging business line and risk stakeholders to collect information and provide reporting and trending on new initiatives or changes.

The duties of this position include but are not limited to:

  • Performing monitoring primarily through interpretation and analysis of loan and deposit account data, as well as complaint data, KRIs/KPIs, and other metrics available.

  • Drafting clear and concise reports of the results of ongoing business line and product monitoring and communicating same to Compliance Management.

  • Acting as a Subject Matter Expert and Advisor regarding UDAAP, SCRA/MLA, ADA, and Customer Harm compliance risks for assigned business lines.

  • Implementing the second line of defense UDAAP and Consumer Protection monitoring program, including recommending changes and enhancements to processes where necessary.

  • Developing relationships with key stakeholders and informing management of significant compliance matters that require their attention or action.

  • Demonstrating the ability to exercise good judgment in assessing the significance and relevance of identified fair banking risks.

  • Staying current of the regulatory environment and expectations through discussions with peers, seminars, webinars, roundtables, law firms, bankers’ associations, etc.

Required Skills and Experience

  • 3+ years of fair banking or other related consumer compliance experience in consumer financial services or a regulatory agency.

  • Working knowledge of both technical and nuanced aspects of Fair Banking laws and regulations with an emphasis on UDAAP principles, including but not limited to ECOA/Reg B, Reg Z, FHA, SCRA, MLA, ADA, FCRA.

  • Understanding of consumer loan documentation, loan servicing and/or loan operations

  • Computer proficiency, specifically MS Office (Word, Excel, Access, PowerPoint, etc.).

  • Must be proactive with the ability to work independently and deliver superior results.

  • Critical thinking and the ability to "connect the dots" of multiple data points across multiple business units to develop a comprehensive assessment of fair banking risk.

  • Strong communication skills with an ability to convey complex topics and recommendation (written, verbal and listening).

  • Team-player who can manage to time sensitive deliverables.

Education and Certifications:

  • Associates or Bachelors degree in relevant field of study or equivalent work experience required

  • CRCM preferred


Hours and Work Schedule: Hybrid - 3 days in-office / 2 remote

Hours per Week: 40

Work Schedule: Monday-Friday

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

Equal Employment Opportunity

At Citizens we value diversity, equity and inclusion, and treat everyone with respect and professionalism. Employment decisions are based solely on experience, performance, and ability. Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws.

Equal Employment and Opportunity Employer

Citizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates.

Why Work for Us

At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth

Background Check

Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.