MUFG Union Bank Customer Experience Audit and Exam Coordination Associate, Vice President in Monterey Park, California
Discover your opportunity with Union Bank® and become a part of one of the world’s leading financial groups. Union Bank is a member of Mitsubishi UFJ Financial Group (MUFG), the 5th largest financial group in the world with total assets of over $2.4 trillion (as ranked by SNL Financial, April 2016) and 140,000 colleagues in nearly 50 countries. In the U.S., we’re 13,000 strong, working together to positively impact every customer, organization, and community we serve. At Union Bank, we aim to be the premier and most-trusted West Coast bank, serving customers with high-touch, local delivery and global capabilities as we leverage our rich, 150-year history. This is all part of our inclusive, high-performing culture supported by competitive Total Rewards, including our cash balance pension plan. Join a team that’s working to fulfill its vision to be the world’s most trusted financial group.
to the Experience Analytics, Improvement Management & Governance Director, this position is responsible for management, coordination of certain programs, issues and activities under the Customer Experience organization, including the Enterprise Client Feedback program, Sales Practices Complaints Review Process, and Third Party Complaints. Develops updates and maintains CE Program Policy, Procedures and guidelines. Ensures processes and scorecards are in place to monitor Business Unit adherence to CE and Complaints Program policies and standards. Provides proactive and timely visibility to management and governance and controls partners and councils on the health of the CE and Complaints Programs, and the status and milestones for projects and Open Issues. Responsible for internal stakeholder management, including Compliance and Risk partners, and accountability for the quality of and judgement in
Program Governance & Oversight
Providetools and reporting to senior/executive management to enable governance of the CustomerExperience and Enterprise Client Feedback (ECF) Programs; ensuring policies andprocedures create consistency and transparency of the Bank’s collection, useand response to customer feedback in accordance with regulatory expectations.
Maintainthe Enterprise Complaints Management Policy (BPM 2301), ensuring that reviewsare conducted on an annual basis and changes are reviewed by all appropriatestakeholders and the Customer Experience Council
Supportthe CE team by creating and maintaining CE Program policies/procedures/guidelineson the Regional Bank’s customer experience and employee survey programs.
Ensurealignment between CE and Enterprise Client Feedback policies and standards withall applicable governance frameworks, including Compliance second lineoversight
Developprocess and tools to monitor and test first line and third party vendor adherenceto CE and Complaints policies and standards, tools and methods in accordancewith applicable frameworks, guidelines and standard operating manuals (SOM)
Partnerwith reporting to develop the appropriate scorecards and Key Performance andRisk Indicators (KPIs and KRIs) to enable monitoring the health of CE Programsand first line business unit adherence to established policies, standards andguidelines
Ensurecorrective action plans are put in place for first line unit out of adherencewith program policy, standards and requirements
Communicatethe status of front line business unit issues and corrective action plans tothe C&EE management team and governance councils, including the CustomerExperience Council, Compliance Risk Management Council (CRMC) and others
25% - IssuesManagement and Corrective Action Oversight:
Respondto findings from regulators and control functions (e.g. audit, risk managementand legal) to address identified risks and/or control matters in a timely manner
Developand execute action plans and milestones for Open Issues, either self-identifiedby the program or identified by internal governance and controls partners (e.g.Risk, Compliance, or Internal Audit of the Americas), or regulators
Workwith Risk and other business controls partners to identify dependencies,requirements, and risks in order to propose viable options for issueremediation and risk mitigation
Communicatethe status of exam findings and new compliance, risk or regulatory obligations tothe C&EE management team
Executefurther action plans to support remediation and process improvements. Includesefforts related to the Sales Practice Complaints Review process, Third PartyComplaint Management and other issues
Coordinatewith the C&EE management team during examinationsand oversee the remediation of issues and thecollection of evidence by first line business units and provide visibility toC&EE management
Maintaina library of exam findings and management responses
20% - Business PartnerInterface and Coordination
Coordinatewith Risk, Compliance and IAA for reviews and assessments of the EnterpriseClient Feedback Program, includingtheRisk and Control Self-Assessment (RCSA), Business Unit Compliance RiskAssessment (BUCRA), MUB Testing and Validation group,and any internal audits by IAA
Updateand maintain program and process documentation that provides partners guidanceon the scope, and objectives of the Customer Experience and ECF program
Workwith Internal Audit/Compliance/Risk/C&EE and OCC/examiners to understandand communicate the audit schedule and ensure focus on key processes and risks.
Reviewsdraft audit issues and ensure clarity and focus on risk as well as discussingaudit findings with C&EE managers and audit managers.
AssistsC&EE managers in crafting responses to reports and issues.
15% - Coordination andadministration of the Sales Practice Complaints review process.
Reviewreports to identify potential sales practice issues and collaborate with Complianceto ensure concurrence
Providecases with potential Sales Practices issues/cases to designated BusinessSubject Matter Experts (SME) to conduct further investigation and evaluatewhether there is a confirmed Sales Practice allegation
Ensureinvestigations are conducted in a timely manner, sending email follow-up tothose LOBs that are past due
Maintainall summary information and artifacts related to potential cases for futurereview, when required, on appropriate SharePoint site.Work with the SalesPractices Program team and Compliance to provide reporting on Customer SalesPractices Complaints trends and themes to applicable governance and controlscouncils.
15% - Risk Management:
Effectivelymanage risks associated with the activities in the Customer Experience andEnterprise Client Feedback programs, activities or control function.
Activelydemonstrate knowledge and sensitivity to the current regulatory environment,complying with regulations and meeting regulatory expectations.
Proactivelyidentify and remediate risk and control issues (e.g. credit and operationalrisk inclusive of information security, data accuracy/integrity, and fiduciaryduties).
Additional Skillsets,Education, Experience:
Bachelor'sDegree required, Master’s Degree in Business Administration a plus.
5years of internal or external risk management, audit, or business controls experiencein the financial services sector
ProcessDesign and Project Management skills and certifications (e.g. PMP) a plus
Experiencewith financial industry and related markets, related regulatory bodies, andcurrent industry events and trends
Deepknowledge of risk assessment, audit methodology, and audit practices
Strongverbal and written communication skills
Demonstratedability to overcome obstacles and deliver assignments on-time and with highquality
The above statements are intended to describe the general nature and level of the work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
We are proud to be an Equal Opportunity / Affirmative Action Employer and committed to leveraging the diverse backgrounds, perspectives, and experience of our workforce to create opportunities for our colleagues and our business. We do not discriminate in employment decisions on the basis of any protected category.
A conviction is not an absolute bar to employment. Factors such as the age of the offense, evidence of rehabilitation, seriousness of violation, and job relatedness are considered in all employment decisions. Additionally, it’s the bank’s policy to only inquire into a candidate’s criminal history after an offer has been made. Federal law prohibits banks from employing individuals who have been convicted of, or received a pretrial diversion for, certain offenses.