Compliance Product Officer, VP - Customer Service - Hybrid

Serves as a function/business/product compliance risk officer for Independent Compliance Risk Management (ICRM) responsible for assisting with internal strategies, policies, procedures, processes, and programs to prevent violations of law, rule, or regulation and design and deliver a risk management framework that maintains risk levels within the firm's risk appetite and protect the franchise. In addition, engages with the ICRM Product and Function coverage teams, in order to partner to develop and apply Compliance Risk Management (CRM) program solutions that meet the function/business/product and customer needs in a manner consistent with the Citi program framework. Primary responsibilities include monitoring compliance risk behaviors, providing day-to-day credible challenge related to the supported function/business/product and guidance on function/business/product rules/laws and interpretation on internal policies and procedures.

Responsibilities:

• Providing compliance support and credible challenge to Customer Service AU which function is to execute operational processes including responding to incoming customer calls, inquiries, requests and online/mobile messaging sessions and referring customer requests to other areas such as Credit Operations, Collections, Fraud, and Core Operations as needed. Includes support of account retention, maintenance functions, such as address changes, lost/stolen cards, authorized user changes, statement/invoice requests, monetary adjustments, card replacements, military service notification, open disputes, and privacy opt outs.
• Assisting in the design, development, delivery and maintenance of best-in-class Compliance, programs, policies and practices for ICRM.
• Providing guidance on rules and regulations relating to function/business/product operational issues, as well as, provide transactional approvals and interpretation of internal compliance policies.
• Assisting with regulatory inquiries and/or examinations. This may include coordination with regulators and other parties.
• Collaborating with other internal areas including: Legal, Business Management, Operations, Technology, Finance, other Control Functions, and In-Business Risk to address compliance issues which may impact the supported function/business/product.
• Supporting the function/business/product in performing timely compliance reviews of new products.
• Assisting in the development and administration of Compliance training for the supported function/business/product.
• Researching any new reform rules and rule changes and implementing policies, procedures or other controls necessary to comply with the rules.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.
• Additional duties as assigned

Qualifications:

• Knowledge of key Compliance laws, rules, regulations, risks and typologies including but not limited to: Reg Z, Reg E, UDAAP, Reg B, TCPA
• Must be a self-starter, flexible, innovative and adaptive
• Strong interpersonal skills with the ability to work collaboratively and with people at all levels of the organization
• Strong written and verbal communication skills
• Ability to work independently; ability to navigate a complex organization
• Advanced analytical skills
• Excellent project management and organizational skills and capability to handle multiple projects at one time
• Proficient in MS Office applications (Excel, Word, PowerPoint)
• Demonstrated knowledge in area of focus
• Certified Regulatory Compliance Manager (CRCM) is preferred

Education:

• Bachelor's degree or equivalent experience in compliance, legal or other control-related function in the financial services firm, regulatory organization, or legal/consulting firm, or a combination thereof; strong working knowledge of function/business/product supported and the related operations and financial requirements
• Advanced degree preferred

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Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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