Responsibilities
- Manage and resolve regulatory, legal, and compliance-related client cases received via web channel, ensuring timely and accurate responses in accordance with applicable laws and internal policies.
- Handle bankruptcy and collections cases, including processing proofs of claim, communicating with trustees and counsel, and updating account records in line with court orders and legal requirements.
- Process Data Subject Access Requests (DSARs) and other privacy-related inquiries in compliance with applicable data protection regulations (e.g., GDPR, CCPA), maintaining strict confidentiality throughout.
- Provide clients with legal account data per their request for account review, ensuring all disclosures are accurate, complete, and handled in accordance with legal and regulatory standards.
- Manage deceased account cases with sensitivity and care, working with next of kin, executors, and legal representatives to resolve accounts appropriately.
- Respond to regulatory and legal correspondence, including escalations from government bodies, law firms, and compliance agencies, ensuring all communications are professional, accurate, and escalated where necessary.
- Collaborate with the Legal and Compliance teams to interpret regulatory requirements and apply them to individual case handling decisions.
- Maintain accurate and detailed case documentation in Zendesk, Jira, and internal admin systems, ensuring full audit trails and compliance records.
- Identify patterns, risks, or recurring issues within case types and proactively flag to the RRM Team Lead for process improvement consideration.
- Support automation and tooling initiatives while exercising strong human oversight on risk-sensitive determinations.
- Meet individual and team SLAs, quality benchmarks, and compliance standards consistently.
Requirements
- Experience in a regulatory, legal operations, compliance, or risk management role within a financial services, fintech, or similarly regulated environment.
- Strong understanding of regulatory and legal processes, including familiarity with bankruptcy, collections, or data privacy frameworks.
- Excellent written communication skills with the ability to draft professional, accurate correspondence for legal and regulatory audiences.
- Demonstrated ability to manage a high volume of complex cases with competing deadlines while maintaining quality and accuracy.
- Strong attention to detail and sound judgment in ambiguous or sensitive situations.
- Experience using Zendesk, Jira, or similar case management and ticketing platforms.
- Ability to work independently and exercise professional discretion with confidential information.
Nice to Have
- Experience handling DSARs, GDPR/CCPA compliance, or privacy-related case management.
- Familiarity with bankruptcy proceedings (Chapter 7/13) or collections regulatory frameworks (FDCPA, FCRA).
- Prior experience working with Legal or Compliance teams in an operational capacity.
- Exposure to AI-assisted workflow tools and willingness to contribute to process automation initiatives.
Work Arrangement
Remote (Worldwide)
Team
Structure: The Regulatory Risk Management (RRM) team sits within Client Engagement Operations and serves as the frontline for the company’s most sensitive and legally complex client matters.
Additional Information
- Unless a specific application deadline is stated in the job posting, applications are accepted on an ongoing basis.
- Applicants are permitted to redact or remove information on their resume that identifies age, date of birth, or dates of attendance at or graduation from an educational institution.
- We consider qualified applicants with criminal histories for employment on our team, assessing candidates in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.
- We may ask candidates to complete job-related skills or work-style assessments as part of our hiring process. These assessments are designed to evaluate competencies relevant to the role and are applied consistently across candidates for similar positions. Assessment results are considered alongside other relevant information, such as experience and interviews, and are not the sole basis for any employment decision.
- As an equal opportunity employer, we don’t tolerate discrimination or harassment of any kind. Whether that’s based on race, ethnicity, age, gender identity, citizenship, religion, sexual orientation, disability, pregnancy, veteran status or any other protected characteristic as outlined by federal, state or local laws.
