Plaid

Consumer Compliance Analyst

Plaid

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $98,880 - $146,400 per year

About the role

  • Review escalated consumer complaints, ensuring timely and accurate resolution with a consumer-first approach grounded in empathy and transparency
  • Screen complaints for potential regulatory and legal risks and escalate as appropriate
  • Conduct quarterly sample testing of non-escalated consumer inquiries to verify correct categorization and handling by the Consumer Support team
  • Analyze complaint trends and root causes to identify systemic issues, partnering with product, engineering, operations, and legal to implement preventative solutions
  • Prepare and deliver regular reporting on complaint performance, insights, and key metrics to senior leadership and stakeholders
  • Support quarterly complaint reporting to the Board's Audit and Risk Committee (ARC) and partner banks
  • Build and maintain relationships with compliance counterparts at Plaid's customers
  • Manage bi-weekly office hours for Consumer Support to address real-time compliance questions
  • Run calibrations with the Consumer Support team to identify training gaps and ensure alignment with internal policies and procedures

Requirements

  • 4-6 years of experience in Compliance, Legal, Risk, or a related function in a regulatory or consumer-facing environment
  • Experience in Fintech and consumer-focused financial products, preferred
  • Deep understanding of consumer protection regulations and industry best practices (e.g., UDAAP, CCPA, GDPR, TILA, EFTA), preferred
  • Exceptional written and verbal communication skills, with the ability to prepare clear regulatory summaries and executive-level reporting
  • Strategic mindset with the ability to balance compliance requirements, risk considerations, and consumer experience
  • Proven ability to collaborate with technical teams, Marketing/Communications, Account Owners, and other cross-functional partners to advance compliance initiatives, communicate findings, and drive remediation efforts
  • Strong analytical capabilities and problem-solving skills, including trend identification, root-cause analysis, and transforming data into actionable recommendations
  • Self-motivated with a strong sense of ownership
  • Experience building or improving complaint taxonomy/classification systems
  • Experience working with partner banks or in a BaaS/program management model
  • Experience with QA programs for consumer-facing support teams
Benefits
  • medical
  • dental
  • vision
  • 401(k)
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
complaint taxonomyroot-cause analysisdata analysisregulatory reportingQA programsconsumer protection regulationsrisk managementtrend identificationconsumer-focused financial productsBaaS/program management
Soft Skills
communication skillsstrategic mindsetcollaborationproblem-solvingself-motivatedownershipempathytransparencyrelationship buildingtraining gap identification