Complaints Oversight Compliance Advisor The Complaints Oversight Compliance Advisor within the Second Line of Defense is responsible for developing, advocating, participating and executing on the Complaints Management Policy and Program for Comerica, relying upon a strong and deep working knowledge of applicable laws, rules, and regulations. This individual will report directly to the Complaints Oversight Manager and work across the First and Second Lines of Defense to help guide and monitor the implementation of effective, organization-wide complaint management policies and procedures. The Complaint Oversight Compliance Advisor will offer strategic guidance on interpreting laws, rules, and regulations; performing credible review and challenge on FLOD complaint activities (ex. procedures, proposed resolution activity, issue remediation, reporting, etc.) and assist in identifying key drivers and root causes of complaint volumes and associated risks at Comerica. This role contributes to the effectuation of a strong compliance culture across the Bank by assisting in the development and enhancement of compliance program pillars. Position Responsibilities: Complaints Management and Strategy * 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. Regulatory Compliance and Business Partnership * 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. Monitoring, Audits and Exams * 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. Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled