Managing Director - Customer Advocacy & Quality Assurance
GOEBEL FIXTURE COMPANY, Raleigh, NC, United States
Overview
Managing Director - Customer Advocacy & Quality Assurance (Project Management)
Join Our Team--Where Advocacy, Precision, and Purpose Matter. At First Carolina Bank, customer advocacy and quality assurance are core to how we manage risk, protect our customers, and uphold regulatory trust. The Managing Director - Customer Advocacy & Quality Assurance plays a critical leadership role in overseeing complaint management, second-line quality assurance, and risk-based testing and monitoring across the enterprise. If you're a seasoned compliance leader who values rigor, accountability, and thoughtful decision-making—and who thrives in environments where precision and integrity matter—this role offers meaningful impact at a senior level.
Responsibilities
Providing enterprise oversight of the customer advocacy and complaint management program
Leading risk-based quality assurance testing and monitoring activities
Evaluating customer complaints and feedback to identify control gaps and improvement opportunities
Coordinating with Compliance, ERM, Internal Audit, Operations, Technology, and business partners
Preparing reports for executive management, Audit Committee, and Board-level review
Supporting regulatory exams, audits, and ongoing compliance initiatives
Overseeing the Customer Advocacy, Complaint Management, and Quality Assurance programs
Defining and executing a comprehensive risk-based testing and monitoring strategy
Approve and provide oversight for regulatory and executive-level complaint responses
Identify root causes, assess risk impact, and ensure effective remediation and action plans
Partner with ERM and Internal Audit to ensure appropriate coverage of the control environment
Prepare compliance and risk reports for executive leadership, committees, and the Board
Stay current on regulatory changes and assess impacts to bank processes and controls
Lead, coach, and develop compliance and QA team members
Support cross-functional initiatives and enterprise risk mitigation efforts
Qualifications Required
Bachelor's degree in Business, Finance, Accounting, or a related field
10-15 years of experience in banking, including compliance, risk management, quality assurance, and/or internal audit
Minimum of 7 years in a compliance role, including 5 years managing compliance, testing and monitoring, or audit teams
CRCM certification or equivalent direct compliance experience
Demonstrated experience building and leading testing and monitoring or QA programs
Strong knowledge of state and federal consumer compliance regulations
Proven ability to conduct root cause analysis and oversee remediation efforts
Strong written, verbal, analytical, and organizational skills
Proficiency in Microsoft Excel and other Microsoft Office applications
Preferred
Direct experience interacting with state or federal regulators
Experience in bank, fintech, or bank-partner environments
Familiarity with Jack Henry or similar core banking platforms
Project management experience
Benefits
Competitive total compensation
Comprehensive medical, dental, and vision insurance
Retirement savings plans with company match
Paid time off and company-observed holidays
Professional development and leadership training opportunities
Employee assistance programs
Opportunities to serve and support our communities
Risk Management Requirements This position requires adherence to Workplace Policies, Code of Conduct, privacy and information security standards, and all applicable Anti-Money Laundering, Bank Secrecy Act, and USA PATRIOT Act requirements. Leaders are expected to operate within authorized limits, maintain effective controls, and actively support risk mitigation efforts to protect customers, partners, and the organization.
Our Core Values Enterprising - Resourceful problem-solving to support clients and partners responsibly
Intentional - We do what we say we will do--carefully, consistently, and with attention to detail
Responsive - We act promptly to identify, investigate, and remediate risk
Considerate - We demonstrate professionalism, integrity, and respect in every interaction
#JoinOurTeam #CustomerAdvocacy #QualityAssurance #ComplianceLeadership #RiskManagement #BankingCareer
#J-18808-Ljbffr
Join Our Team--Where Advocacy, Precision, and Purpose Matter. At First Carolina Bank, customer advocacy and quality assurance are core to how we manage risk, protect our customers, and uphold regulatory trust. The Managing Director - Customer Advocacy & Quality Assurance plays a critical leadership role in overseeing complaint management, second-line quality assurance, and risk-based testing and monitoring across the enterprise. If you're a seasoned compliance leader who values rigor, accountability, and thoughtful decision-making—and who thrives in environments where precision and integrity matter—this role offers meaningful impact at a senior level.
Responsibilities
Providing enterprise oversight of the customer advocacy and complaint management program
Leading risk-based quality assurance testing and monitoring activities
Evaluating customer complaints and feedback to identify control gaps and improvement opportunities
Coordinating with Compliance, ERM, Internal Audit, Operations, Technology, and business partners
Preparing reports for executive management, Audit Committee, and Board-level review
Supporting regulatory exams, audits, and ongoing compliance initiatives
Overseeing the Customer Advocacy, Complaint Management, and Quality Assurance programs
Defining and executing a comprehensive risk-based testing and monitoring strategy
Approve and provide oversight for regulatory and executive-level complaint responses
Identify root causes, assess risk impact, and ensure effective remediation and action plans
Partner with ERM and Internal Audit to ensure appropriate coverage of the control environment
Prepare compliance and risk reports for executive leadership, committees, and the Board
Stay current on regulatory changes and assess impacts to bank processes and controls
Lead, coach, and develop compliance and QA team members
Support cross-functional initiatives and enterprise risk mitigation efforts
Qualifications Required
Bachelor's degree in Business, Finance, Accounting, or a related field
10-15 years of experience in banking, including compliance, risk management, quality assurance, and/or internal audit
Minimum of 7 years in a compliance role, including 5 years managing compliance, testing and monitoring, or audit teams
CRCM certification or equivalent direct compliance experience
Demonstrated experience building and leading testing and monitoring or QA programs
Strong knowledge of state and federal consumer compliance regulations
Proven ability to conduct root cause analysis and oversee remediation efforts
Strong written, verbal, analytical, and organizational skills
Proficiency in Microsoft Excel and other Microsoft Office applications
Preferred
Direct experience interacting with state or federal regulators
Experience in bank, fintech, or bank-partner environments
Familiarity with Jack Henry or similar core banking platforms
Project management experience
Benefits
Competitive total compensation
Comprehensive medical, dental, and vision insurance
Retirement savings plans with company match
Paid time off and company-observed holidays
Professional development and leadership training opportunities
Employee assistance programs
Opportunities to serve and support our communities
Risk Management Requirements This position requires adherence to Workplace Policies, Code of Conduct, privacy and information security standards, and all applicable Anti-Money Laundering, Bank Secrecy Act, and USA PATRIOT Act requirements. Leaders are expected to operate within authorized limits, maintain effective controls, and actively support risk mitigation efforts to protect customers, partners, and the organization.
Our Core Values Enterprising - Resourceful problem-solving to support clients and partners responsibly
Intentional - We do what we say we will do--carefully, consistently, and with attention to detail
Responsive - We act promptly to identify, investigate, and remediate risk
Considerate - We demonstrate professionalism, integrity, and respect in every interaction
#JoinOurTeam #CustomerAdvocacy #QualityAssurance #ComplianceLeadership #RiskManagement #BankingCareer
#J-18808-Ljbffr