Customer Advocacy Specialist I

Location 171 N. Winstead Avenue,Rocky Mount, NC, 27804,United States
Industry financial services, banking, community banking
Employee Type Exempt FT Non Officer
Manage Others No

Contact Information
Name Talent Acquisition
Email careers@firstcarolinabank.com

Join Our Team—Where Advocacy, Precision, and Purpose Matter
At BM Technologies , we take customer advocacy seriously. Our Customer Advocacy Specialists play a critical role in ensuring regulatory compliance, protecting our customers, and continuously improving how we operate. If you’re detail-oriented, thoughtful, and motivated by doing the right thing—this role offers meaningful impact and professional growth.

Why You’ll Love This Role
You’ll be trusted as a subject‑matter expert handling complex and sensitive matters
You’ll work within a supportive, collaborative team environment
You’ll have clear processes, structure, and standards—while still contributing to continuous improvement
You’ll make a real difference by identifying root causes and helping prevent future issues
You’ll be recognized for consistency, accuracy, and reliability

This role is ideal for someone who values quality work, thoughtful analysis, and steady progress.

Where You’ll Spend Time
Investigating regulatory and executive‑level customer complaints
Reviewing documentation, system data, and customer interactions
Collaborating with Compliance, Client Operations, Audit, Fraud/Loss Prevention, and bank partners
Preparing clear, well‑supported complaint response packages and narratives
Supporting monthly reporting and complaint sampling activities

Work is performed in a structured, deadline‑driven environment that values accuracy, consistency, and professionalism.

What Makes You a Great Fit
You are patient, methodical, and highly attentive to detail
You’re comfortable working through established processes and regulations
You communicate clearly—especially in writing—when explaining complex issues
You enjoy collaborative work while also managing tasks independently
You are adaptable and open to learning as business needs evolve
You thrive in roles that require precision, steady follow‑through, and accountability.

What You’ll Do (Highlights)
Investigate and evaluate regulatory, executive‑level, and escalated customer complaints
Prepare complete complaint response packages, including research and supporting documentation
Draft accurate, concise narratives for regulators, bank partners, leadership, and internal stakeholders
Identify root causes, assess customer and regulatory impact, and document findings
Partner with cross‑functional teams to address trends and mitigate recurring issues
Support monthly regulatory and non‑regulatory complaint reporting and sampling
Provide exceptional service to both internal and external customers
Assist with projects and additional responsibilities as assigned

Qualifications
Required
2–4 years of experience in regulatory complaint management, compliance, risk management, customer advocacy, or a related financial services role
Proven ability to draft clear, accurate written responses for regulators and executive audiences
Strong analytical skills with the ability to identify root causes and assess impact
Excellent written and verbal communication skills
Strong organizational skills, time management, and attention to detail
Ability to manage multiple priorities and meet deadlines in a fast‑paced environment
Proficiency in Microsoft Word, Excel, and Outlook
Willingness to adapt, learn, and support other areas as business needs evolve, with or without reasonable accommodation

Preferred
Experience responding to regulatory complaints (e.g., CFPB, OCC, state regulators)
Prior compliance or complaint management experience
Familiarity with complaint management or case‑tracking systems
Experience supporting audits, exams, or regulatory reviews
Bachelor’s degree in Business, Finance, Risk Management, or a related field (or equivalent experience)
Comprehensive medical, dental, and vision insurance
Retirement savings plans with company match
Paid time off and company‑observed holidays
Professional development and training opportunities
Employee assistance programs
Opportunities to serve and support our communities

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. Employees are expected to operate within authorized limits, follow established 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

Summary
Position Purpose
The primary role of the Customer Advocacy Specialist is to investigate regulatory complaints, identify root causes, assess customer impact, and formulate responses to complaints received from regulators, executive‑level customer complaints, and other escalated complaints as identified. This role is also responsible for creating comprehensive complaint packages inclusive of all supporting documentation and assisting with monthly reporting related to regulatory and non‑regulatory complaints, as well as the monthly sampling of non‑regulatory complaints.

Primary Responsibilities
Conduct and provide support for all aspects of evaluation and investigation of customer complaints for BM Technologies, Inc.
Create complete complaint response packages inclusive of all required research, documentation, and supporting evidence, including calls, support tickets, banking information, refund disbursement details, and customer contact information.
Craft clear, accurate, and timely summary narratives and response memorandums to management, regulators, bank partners, and for executive‑level or other escalated complaints.
Identify findings related to complaints and document outcomes appropriately.
Identify root cause issues, rapidly troubleshoot, and propose solutions to mitigate recurring issues.
Collaborate with business units to address root causes and foster understanding of complaint drivers.
Assist with the creation of monthly regulatory and non‑regulatory complaint reporting.
Assist with all aspects of monthly sampling of non‑regulatory complaints.
Provide exceptional customer service to both internal and external customers.
Perform projects and other duties as assigned.

Authority, Impact, Risk
Understanding of internal systems
Understanding of FIS related systems
Understanding of Department of Education requirements

Key Relationships
Routine interaction with direct and second‑level management
Client Operations
Internal Audit

Managerial Accountability
Working Conditions
Ability to work in a fast‑paced environment
Ability to work under strict deadlines
Ability to work independently
Ability to multitask

Time Allocation
Electronic Payment Monitoring – 40%
Research – 30%
Customer Inquiries – 20%
Escalation and Audit Support – 10%

Equal Opportunity Employer including Veterans/Disabilities

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