Consumer Compliance Analyst

We believe that the way people interact with their finances will drastically improve in the next few years. We’re dedicated to empowering this transformation by building the tools and experiences that thousands of developers use to create their own products. Plaid powers the tools millions of people rely on to live a healthier financial life. We work with thousands of companies like Venmo, SoFi, several of the Fortune 500, and many of the largest banks to make it easy for people to connect their financial accounts to the apps and services they want to use. Plaid’s network covers 12,000 financial institutions across the US, Canada, UK and Europe. Founded in 2013, the company is headquartered in San Francisco with offices in New York, Washington D.C., London and Amsterdam. At Plaid, our mission is to unlock financial freedom for everyone.  There has never been a better time than now to start building the future of fintech with us. Plaid powers the tools millions of people rely on to live a healthier financial life. We work with thousands of companies like Venmo, SoFi, and Betterment, several of the Fortune 500, and many of the largest banks to make it easy for people to connect their financial accounts to the apps and services they want to use. Plaid’s network covers 12,000 financial institutions across the US, Canada, UK and Europe. Founded in 2013, the company is headquartered in San Francisco with offices in New York, Washington D.C., London and Amsterdam. #LI-Remote Plaid has established a new Consumer Reporting Agency (CRA) and we are looking for a CRA Compliance Analyst who wants to help build a best-in-class CRA compliance program. Reporting to our Regulatory Compliance Program Manager, you'll help us build our strategy and help define the processes for managing CRA-related risks – all while seeing around corners and connecting dots in a way that allows Plaid CRA to onboard customers and manage risk. This position is responsible for all aspects of implementation of a Compliance Management System to manage Plaid CRA’s  compliance with the federal Fair Credit Reporting Act and other applicable federal, state, and local consumer financial protection laws. In this role, you’ll partner with product managers, engineers, designers, and risk and legal teams. You’ll be responsible for drafting and maintaining corporate policies designed to ensure our CRA remains compliant, for implementing an effective training program for our CRA, for performing risk assessments of our CRA products, and for managing consumer disputes. You’ll help us  maintain a compliant business as the new CRA grows. Responsibilities

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

Qualifications

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