Compliance Manager, Complaints

Lending Club

Lehi, UT, US
  • Job Type: Full-Time
  • Function: Legal
  • Post Date: 02/16/2021
  • Website:
  • Company Address: 71 Stevenson Street Suite 300, San Francisco, CA, 94105

About Lending Club

LendingClub is America's largest online marketplace connecting borrowers and investors, facilitating personal loans, business loans, and financing for elective medical procedures and K-12 education and tutoring.

Job Description

LendingClub Corporation (NYSE: LC) is the parent company of LendingClub Bank, National Association, Member FDIC, and the only full-spectrum fintech marketplace bank. Members can gain access to a broad range of financial products and services through a technology-driven platform, designed to help them pay less when borrowing and earn more when saving. Since 2007, more than 3 million members have joined the Club to help reach their financial goals. We’re leading the governance of a new industry by developing ethical, responsible ways to bring greater value and better opportunities to our members. Everyone deserves a better financial future and our team is committed to making that a reality. Come join us!

About the Role

LendingClub’s Compliance Department is seeking a talented and experienced individual for the position of Compliance Manager, Complaints to assist the company’s Fair and Responsible Banking Officer with the implementation of a Fair and Responsible Banking Program (“Program”). The Program is a component of the Company’s Compliance Management System centered on fair and responsible banking principles and practices.

What You'll Do

  • Assess the company’s Complaint Program risk profile.
  • Partner with business operations to implement and maintain a consistent, effective, and responsive centralized consumer complaint resolution process.
  • Monitor that consumer complaints, regardless of how they are received, are appropriately captured and categorized.
  • Evaluate whether complaint investigative research is based on a thorough investigation of the facts and that responses are factual and promptly provided.
  • Ensure the appropriate and prompt escalation of consumer complaints that: raise legal issues; contain evidence of system errors or processing lapses; involve evidence of actual or potential consumer harm; contain any indication of unfair treatment or discrimination; include allegations of unauthorized product enrollment, account openings or upgrades (including the addition of ancillary products); or evidence improper sales practices or other regulatory compliance issues.
  • Assist in the opening and progress of corrective actions that address root causes of issues identified in the complaint management program.
  • Ensure that official complaint reporting is accurate and robust for management to sufficiently evaluate the complaint management program.
  • Assist in the development and presentation of periodic and annual training.

 Other Duties as Assigned

  • Assist the Fair and Responsible Banking Officer with the various other Fair and Responsible Banking Program initiatives.
  • Develop and maintain policies, standards, training, and other documented measures to formally set forth the principles and practices of fair and responsible banking.
  • Work with business leaders and management to socialize fair and responsible banking principles and practices and assist with developing procedures, systems, and processes to execute policy requirements.
  • Coordinate with Regulatory Change Management to identify new or changes to laws, regulations, and regulatory guidance related to fair and responsible banking and to work with business management to operationalize requirements.
  • Liaise with examiners and auditors on reviews of the company’s efforts to comply with regulatory requirements related to fair and responsible banking.
  • Assist the company’s efforts to comply with the Community Reinvestment Act to invest in and support activities that promote community development, especially in regard to low- and moderate-income individuals and geographies.
  • Partner with business operations to implement and maintain an effective and responsive centralized marketing review and approval process.

About You

Basic Qualifications:

  • Bachelor’s degree or equivalent and relevant work experience.
  • 3 or more years of banking or financial services experience.
  • Strong working knowledge of consumer protection laws and regulations and associated risks, and the internal controls needed to mitigate those risks.
  • Regulatory compliance, risk management and/or audit experience.
  • Strong communication and collaborative skills to influence decisions and drive change.
  • Solid analytical, problem solving, and critical thinking skills.
  • Self-starter with ability to think independently, take ownership, and drive initiatives to resolution.
  • Ability to handle multiple priorities and rapid changes.

Preferred Qualifications:

  • Bank examination experience, and relevant professional certifications(s) such as Certified Regulatory Compliance Manager (CRCM) or completion of specialized training in compliance (e.g., ABA Graduate School of Compliance Risk Management, etc.) would be a plus.

LendingClub is an equal opportunity employer and dedicated to diversity, equity, and inclusion in the workplace. We do not discriminate on the basis of race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), gender, gender identity, gender expression, sexual orientation, age, marital status, veteran status, disability status, political views or activity, or other applicable legally protected characteristics. We believe that a variety of perspectives will make our teams and business stronger as we work together to transform the traditional banking system. 


We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. If you need assistance or an accommodation due to a disability, please contact us at [email protected]

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.