Complaints Oversight Compliance Advisor - Hybrid / Remote

• Assist in the development, documentation and effectuation of Complaint Management Program roles and responsibilities.
• Regularly provide oversight, recommendation and guidance on complaint management activities, as well as evaluation of the effectiveness and adequacy of business policies, procedures, and controls.
• Review and identify gaps in complaint management processes or business processes, as evidenced through complaint data.
• Provide Complaint Management insights in the development and documentation of the Compliance Training and Oversight Program.
• Collaborate with Compliance Advisory and testing teams, and CCRA and RCSA teams on input and review of testing plans and execution of Compliance Risk Assessment (CCRA) and Risk Assessment (RCSA).
• Document findings and remediation plans in accordance with Comerica's Issue Management process.
• Collaborate with colleagues including the wider Second Line of Defense Teams, First Line of Defense business units, and Third Line of Defense Audit Teams.

• Provide advice, guidance, oversight and credible challenge to the First Line of Defense business units, and Second Line of Defense Teams by possessing strong working knowledge of the applicable rules and regulations.
• Monitor business unit root cause analysis of complaint drivers and effective action planning to mitigate complaint volumes and associated risk(s).
• Identify, measure, and escalate compliance risk issues to management as necessary.
• Assist in the creation and ongoing monitoring of risk controls and their regular execution, monitoring and reporting results to senior leadership.
• Provide compliance risk expertise to the lines of business on developing issue remediation plans and effectively managing regulatory change and risk.
• Create and present, as applicable, risk reporting of trends and root cause analysis to various levels of leadership throughout the bank.
• Maintain up to date knowledge of changing regulatory requirements and Comerica's business model to identify changes that might impact Comerica's compliance framework and the Compliance Testing plan.

• Assist in preparing/coordinating deliverables accurately and timely (i.e. responses, artifacts).
• Through data analysis, assist in defining and maintaining appropriate complaint-related risk metrics throughout Comerica.
• Execute Compliance testing and reporting of complaint root cause and trend analysis.
• Assist as needed in preparing responses to inquiries.
• Participate in other testing and monitoring activities such as KPI/KRI reporting, CCRA activities, audits, etc.
• Other duties as assigned.

About Comerica
We know our employees are critical to our overall success and we are dedicated to investing in their future. One of the ways we do this is to offer a comprehensive Total Rewards package designed to recognize and reward individual performance, as well support health, well-being, development and security for our colleagues and their family. Total Rewards consists of cash compensation, development and flexible benefit programs designed to meet individual needs today and in the future. Your salary will be commensurate with your work experience and our programs are reviewed regularly to ensure each remain competitive. We are proud to offer benefits such as health and welfare programs, strong retirement benefits, and generous paid time off programs. You and your eligible family members, including domestic partners and their children, can participate in medical, dental, and vision benefits, 401(k) and pension, income protection benefits such as life insurance, AD&D, and supplemental health programs to offset unexpected health care expenses. We also have a variety of time off programs for things like vacation, sick time, disability, and parental leave. Eligibility for some programs varies based on employment status and tenure.

Upon offer, Comerica conducts a comprehensive background and fingerprint check.

NMLS certification requirement: where applicable, a favorable background check screening, credit check, fingerprint check, and NMLS certification is required in accordance with the SAFE Act.

Comerica Incorporated (NYSE: CMA) is a financial services company headquartered in Dallas, Texas, and strategically aligned into three major business segments; the Commercial Bank, the Retail Bank, and Wealth Management. Comerica's colleagues focus on relationships, and helping people and businesses be successful. In addition to Texas, Comerica Bank locations can be found in Arizona, California, Florida and Michigan, with select businesses operating in several other states, as well as in Canada and Mexico.

Comerica is proud to be an Equal Opportunity Employer - veterans/individuals with disabilities, committed to workplace diversity.