Wintrust is a financial holding company with approximately $50 billion assets under management and traded on the NASDAQ:WTFC. Built on the "HAVE IT ALL" model, Wintrust offers sophisticated technology and resources of a large bank while focusing on providing service-based community banking to each and every customer. Wintrust operates fifteen community bank subsidiaries with over 170 banking locations in the greater Chicago and southern Wisconsin market areas. Additionally, Wintrust operates various non-bank business units including commercial and life insurance premium financing, short-term accounts receivable financing, out-sourced administrative services, mortgage origination and purchase, wealth management services and qualified intermediary services for tax-deferred exchanges.

Why join us?

• An award-winning culture! We are rated a Top Workplace by the Chicago Tribune (past 10 years) and Employee Recommended award by the Globe & Mail (past 6 years).




• Competitive pay and discretionary or incentive bonus eligible.




• Comprehensive benefit package including medical, dental, vision, life, a 401k plan with a generous company match and tuition reimbursement to name a few




• Promote from within culture.

Why join this team?

• Hybrid Work Schedule – Split your time working remotely and at our Corporate Headquarters in Rosemont, IL.




• We foster an inclusive environment for an individual to grow and work independently.




• Opportunity to interact with management level, experienced professionals - higher visibility.




• Wintrust has a great compliance culture that comes from the top.




• Gain experience and further your career by joining a growing organization.

Position Summary

The Senior Compliance Specialist/Complaints Team Lead helps lead our centralized complaints team and is responsible for investigating, providing compliance guidance, and coordinating the response and resolution to customer complaints relating to Wintrust’s family of community banks. Our goal is to ensure that customers receive a prompt and transparent response to their concerns (customer service excellence) while understanding that issue identification and resolution (compliance risk) is essential for an effective Complaint Management Program. This position resides within our Fair & Responsible Banking Department, which has oversight of our Complaint Management Program.

What You’ll Do

• Serve as a leader within the centralized complaints team, ensuring procedures are up to date, providing on-the-job training on procedures, systems, compliance risk and banking operations to other team members as well as reviewing work completed by team to ensure it is conducted timely, accurately, and in accordance with procedures.




• Lead implementation of enterprise-wide efficiencies in complaint management program and act as Compliance Lead for the enterprise issue management process for Retail Banking issues that are identified through complaints.




• Work proactively with business lines and partners to investigate retail bank complaints, identify risk, and work complaints to a complete resolution in a timely manner, including escalation of issues as needed. (As a senior member of the team, you will be expected to handle more complex complaints, including complaints involving UDAAP or fair lending risk.)  




• Maintain professional and collaborative communication with management across 15 community banks to ensure support for resolutions, consistency of approach, and smooth cross-department cooperation.




• Proactively ask questions and seek out information to assist all internal business lines with identification of true root causes of complaints.




• Provide accurate and comprehensive written analysis and write draft response letters for customer complaints within appropriate timeframes. (Note: this is not a customer-facing position.)




• Ensure complaints handled by the centralized team are logged timely and accurately, monitoring complaint log data for accuracy.




• Manage the complaint trend and reporting function to generate timely and accurate complaints risk reporting, as well as timely meet all internal requests for complaint trends and analysis.

Qualifications

• Bachelor’s degree required, CRCM preferred




• 5+ years of experience in a consumer compliance risk position with a bank or other financial institution, with at least 2 years in a complaints-focused role




• Exceptional writing and editing skills, with an ability to explain banking terms, requirements, and complex processes in in terms understandable to customers




• Excellent time management, problem solving and analytical skills, including a proven ability to thrive in unfamiliar situations




• Good understanding of retail banking, both front line and operations (primarily deposit and non-mortgage consumer lending)

Benefits

Medical Insurance • Dental • Vision • Life insurance • Accidental death and dismemberment • Short-term and long term Disability Insurance • Parental Leave • Employee Assistance Program (EAP) • Traditional and Roth 401(k) with company match • Flexible Spending Account (FSA) • Employee Stock Purchase Plan at 5% discount • Critical Illness Insurance • Accident Insurance • Transportation and Commuting Benefits • Banking Benefits • Pet Insurance

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From our first day in business, Wintrust has been proud to serve a variety of unique communities and people from all walks of life. To be Chicago’s Bank® and Wisconsin's Bank®, we need to reflect that diversity both in all the communities we serve, the people we employ, the organizations we work with, and our banking and lending practices. Wintrust Financial Corporation, including community banking and financial services subsidiaries, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity and expressions, genetic information, marital status, age, disability, or status as a covered veteran or any other characteristic protected by law.