Enterprise Risk Governance Coordinator

Enterprise Risk Governance Coordinator

Lead is a fintech building banking infrastructure for embedded financial products and services. We operate an FDIC-insured bank headquartered in Kansas City, Missouri. Additionally, we have offices in San Francisco, Sunnyvale, and New York City, where our technical, product, design, and legal teams operate.

We are built for a constantly evolving financial landscape, where new ventures and technological advancements emerge daily. Guided by a team of entrepreneurs and technologists with decades of experience navigating intricate banking and payments regulations, Lead blends regulatory and technological expertise to help our fintech partners scale their operations with compliance and creativity.

Simply put, Lead offers the essential attributes that every fintech seeks in a partner bank. First, unparalleled technical expertise from a distinguished team of developers with an extensive understanding of the banking and payments systems. Second, oversight expertise, automated compliance systems, and bespoke program management to navigate the ever-shifting regulatory landscape. Finally, a commitment to transparency and operational rigor to ensure everyone's money does what it's supposed to do.

In this role you will :

• Manage Lead's daily complaint intake process, coordinating with internal and external partners.
• Maintain logs and tracking sheets for various complaint processes.
• Prepare reports highlighting themes, root causes, and service level agreements (SLAs).
• Ensure timely mailing of complaint responses.
• Maintain excellent communication across all organizational levels and remain responsive to stakeholders for timely handling of complaints.
• Provide appropriate training to other Lead Bank team members on the complaints handling process.
• Develop a holistic understanding of the Complaints Management Program and identify areas of the process which could be improved or streamlined.
• Support the tracking and reporting of BaaS Third-Party Audits by actively gathering status updates from partners.
• Prepare reports to ensure accurate and timely communication of audit progress and findings.
• Send reminder communications for upcoming and overdue training courses. As well as annual required training reporting.
• Provide status updates for the issue management program by collaborating with stakeholders to gather accurate and timely information.
• Support the Enterprise Risk Governance Manager during onsite examinations by scheduling meetings, creating reminders, and communicating with the team.
• Exhibit a customer-service oriented approach with both internal employees and external partners / stakeholders.
• Perform all other duties as assigned

Qualifications

What we offer :