The Compliance team is responsible for ensuring Compliance at Plaid with all the laws and regulations that apply to us, as well as our internal policies. We help make sure Plaid stays within the bounds of our legal obligations, and partner with business stakeholders to build processes and systems to demonstrate our compliance.
As a Consumer Compliance Analyst, you'll be the front line of Plaid's consumer complaint program. You'll review escalated complaints, dig into the data to spot patterns and systemic issues, and work cross-functionally to drive fixes that improve the consumer experience. You'll own reporting to senior leadership, build relationships with compliance teams at Plaid's customers, and help calibrate our Consumer Support team to maintain quality and consistency. This role sits at the intersection of compliance, product, and operations — you'll need to be equal parts analytical, empathetic, and collaborative.
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
