Job Information

KeyBank Senior Compliance Manager - Consumer Complaints in Brooklyn, Ohio

Senior Compliance Manager - Consumer ComplaintsinBrooklyn, OHatKeyBank

Date Posted: 11/20/2020

Job Snapshot

  • Employee Type: Full-Time

  • Location: 4910 Tiedeman Road Brooklyn, OH

  • Date Posted: 11/20/2020

About Us

Headquartered in Cleveland, Ohio, KeyCorp (Key) is one of the nation s largest financial services companies. Key provides investment management, retail and commercial banking, consumer finance and investment banking products to individuals and companies throughout the United States and, for certain businesses, internationally.

Our goal is to be the best regional bank in the U.S. What that means is we put our clients needs first and take a customized approach to meeting those needs. At Key we ve made a promise to our clients that they will always have a champion in us. To deliver on that promise, we re committed to building a team of engaged employees who do the right thing for our clients and help them achieve their financial goals each and every day.

Job Description


The Senior Compliance Manager – Consumer Complaints will be a member of the Compliance Risk Management team. This position oversees a central team responsible for compliance oversight of consumer complaints resolution spanning all products and services offered by Key. The team ensures consumers are treated fairly and in accordance with law and regulation, assist in detecting process or systemic updates that should be made and taking action to effect that change.


  • Set strategic direction of team.

  • Oversee activities performed by staff.

  • Develop and maintain collaborative working relationships of trust and confidence with the lines of business.

  • Provide oversight and monitoring of consumer complaint resolution process.

  • Proactively identify process improvements or control gaps and facilitate necessary associated changes.

  • Identify, respond to and/or escalate risks as appropriate.

  • Have a continuous improvement mindset.

  • Keep abreast of new laws and regulations.

  • Assist with corporate policy and training development and maintenance.

  • Educate and provide consultative advice on applicable regulations.

  • Provide independent review and challenge on various line of business activities.

  • Participate in or lead various projects related to mitigating risk to Key.


  • Bachelor s Degree required; Juris Doctor or CRCM preferred.

  • 5+ years of experience as a financial services compliance professional, bank regulator or other comparable legal or audit experience.

  • Experience overseeing or building a compliance complaints management program preferred.

  • 3+ years of management experience

  • Demonstrated knowledge of RESPA, TILA, FCRA, FDPA, ECOA, UDAAP, SAFE Act, SCRA, ADA, Reg E, Reg CC, Reg DD and other consumer financial protection regulations.

  • Strong relationship management and leadership skills.

  • Proven ability to work in a team environment and effectively manage staff.

  • Sound decision-making skills; able to make decisions independently and quickly.

  • Solid written and oral communication skills.

  • Sound understanding of compliance risks.

  • Strong research skills coupled with strong problem solving and analytical skills.

  • Strong attention to detail.


KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to engaging a diverse workforce and sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.