Monitory and Consumer Response Analyst

Monitory and Consumer Response Analyst

Overview

The Monitoring & Consumer Response Analyst is primarily responsible for analyzing and reducing consumer complaints by maintaining the organization’s Consumer Response System (CRS). This includes collecting, processing, analyzing, reporting, and coordinating the resolution of customer complaints in collaboration with various internal stakeholders and external regulatory bodies (such as the CFPB, Better Business Bureau, state Attorneys General, and Department of Justice). This role is onsite at our client’s office in Torrance four days per week, with one day remote.

Key Responsibilities

• 1. Consumer Complaint Analysis & Root Cause Remediation (70%)

• Continuously evolve a systematic, quantitative approach to understanding, resolving, and preventing consumer complaints and service concerns.

• Conduct root cause analysis on consumer feedback and provide actionable recommendations for operational improvements.

• Perform research, aggregate complaint data, and communicate response status to corporate and field offices.

• Partner with internal Compliance and Risk teams to expand data interpretation and refine complaint reporting models.

• 2. Compliance Management & Regulatory Audit Support (20%)

• Conduct data analytics on Consumer Response System (CRS) inputs to support the broader Compliance Management System.

• Prepare analytical reports and recommendations for executive leadership, CFPB examinations, state regulatory audits, and high-risk compliance topics.

• Participate in reviewing and updating policies and procedures related to consumer complaints and monitoring framework.

• Provide technical and analytical guidance for compliance monitoring initiatives.

• 3. Operational Support & Complaint Logistics (10%)

• Serve as a primary technical and operational resource for the consumer complaint intake infrastructure (maintaining logs for BBB, Executive, CFPB, and Social Media inquiries).

• Coordinate responses to inquiries from internal business units and legal counsel.

• Qualifications & Experience

• Required Education & Experience

• Education: Bachelor’s degree in Business Communications, English, Journalism, Business Administration, or equivalent work experience.

• Experience: Minimum of 4 to 5 years of professional experience within the financial services or auto finance industry.

• Required Knowledge & Technical Skills

• Strong operational knowledge of consumer lending standards across loan origination, servicing, collections, and lease/loan end-of-term.

• Strong quantitative, analytical, and operational analysis skills.

• Exceptional written communication, technical writing, and research capabilities.

• Hands-on exposure to process flowcharting, project management, and executive report creation.

• Familiarity with technical systems, software testing, database/table maintenance, and network/mainframe environments.