Job Family: Legal & Corporate Affairs

Responsible for addressing and mitigating client issues and concerns. Conducts data reporting and complex analyses to understand customer needs for the design and implementation of high quality and efficient operational service capabilities. Delivers call center and face-to-face customer service to clients at branch locations, aligning interactions with company procedures and policies for service execution.

Job Function: Corporate Governance

Acts as first point of contact for consumer and small- to medium-sized business clients. Assists clients with resolving product, service or billing issues, opening or closing accounts, logging requests, and escalating complex issues to the appropriate team for timely resolution. Sells targeted products/services as part of client-initiated interactions.

Summary of Responsibilities:

The Sr. Associate, Regulatory Affairs supports the Regulatory Affairs team by collecting, reviewing, and analyzing regulatory data and metrics, and remediation action plans. The incumbent produces accurate and timely reports and PowerPoint presentations regarding all aspects of regulatory data. S/he works with a variety of stakeholders at senior levels located throughout Groups US operating entities.

Essential Functions:

  • Manages examinations and reviews on behalf of Groups US operating entities.
  • Keeps abreast of legal and regulatory matters affecting the US financial services industry, the regulatory environment, and potential impact on Groups US operating entities.
  • Implements standards and procedures to support the Regulatory Affairs function. Maintain documentation and supporting work papers.
  • Provides direct support for the Regulatory Affairs Directors current responsibilities.
  • Compiles, analyzes, and reviews quantitative and non-quantitative regulatory risk management information from Groups US operating entities. Partners with various stakeholders to evaluate action plans, and remediation actions.
  • Conducts data mining and performing thematic analysis on regulatory issues and letters to determine themes and trends.
  • Develops robust regulatory responses to regulatory findings, including assistance with conducting an effective root cause analysis and horizontal review of the findings to ensure there are no repeat occurrences in other areas of the Bank.
  • Monitors and oversees regulatory issues to ensure they remain on track and escalate any concerns with timely and sustainable remediation.
  • Partners with the responsible regulatory issue owners to drive improvement in data quality to ensure accurate regulatory issue reporting and effective thematic analysis.

Other Functions:

  • Acts as a subject matter expert (SME) while providing leadership, guidance, and mentorship to other team members.
  • Other duties as assigned.


  • Education –
    • Bachelor’s Degree
    • or equivalent work experience
    • Other: JD or other equivalent graduate degree is preferred.
  • Experience –
    • 9-12 years Experience in one or more of the following: issues management, exam management, regulatory interactions and/or risk management.
  • Skills & Abilities –
    • Requires a thorough understanding of Groups US operating entities, including their respective lines of business and corporate functions, as well as participation in all facets of management of examinations and reviews of Groups US operating entities.
    • Advanced knowledge of applicable US laws and regulations and financial services industry regulators needed.
    • Solid knowledge of Santander Bank’s business lines, operations, organizational structure, senior executives, etc.
    • Strong project management skills; attention to detail; ability to drive projects to conclusion.
    • Ability to influence at all levels, including senior executives.
    • Strong interpersonal skills and proven ability to build and cultivate relationships across the Company.
    • .Ability to analyze and synthesize regulatory issue information to get to the true heart of the issues.
    • Ability to work effectively and provide accurate information under tight timelines.


  • Collaboration – Relationship Management:
    • Advanced – Leading and Guiding
      • Improves relationships between key individuals to achieve seamless cross-team work flow and positively impact results
      • Uses informal networks to gain support for ideas and projects

  • Collaboration – Teamwork:
    • Advanced – Leading and Guiding
      • Brings out the best in each team member by consistently motivating and acknowledging peer contributions
      • Understands and leverages team dynamics

  • Customer Focus – Issue Ownership:
    • Advanced – Leading and Guiding
      • Takes responsibility for and deals effectively with complex and sensitive customer issues and complaints
      • Anticipates customer needs and proactively makes recommendations

  • Execution – Accountability:
    • Advanced – Leading and Guiding
      • Fully accountable for timeliness, completeness, quality of projects, processes, products and services
      • Remains calm and focused on goals while facing pressures, obstacles or short-term setbacks

  • Execution – Initiative:
    • Advanced – Leading and Guiding
      • Personally follows-up with others to check on progress, uncover problems, and identify areas where assistance is necessary
      • Takes initiative to act on new information and preemptively develops options and plans of actions

  • Influence – Two-way Communication:
    • Advanced – Leading and Guiding
      • Effectively conveys difficult or complex information in an easy to understand manner, by providing the big picture and illustrating important linkages
      • Asks open-ended questions that encourage others to give their points of view

  • Problem Solving – Problem Identification:
    • Advanced – Leading and Guiding
      • Reformulates the problem in different ways to evaluate it from different angles

  • Risk Business Acumen – Industry Acumen:
    • Advanced – Leading and Guiding
      • Keeps up -to-date with external market events, pressures and regulations which may impact the organization and assesses whether similar issues exist in the organization
      • Can identify functional and organizational implications associated with major trends
      • Designs solutions to address industry activities that impact the organization

  • Risk Management – Risk and Compliance Adherence:
    • Advanced – Leading and Guiding
      • Ensures that all directs and colleagues have appropriate knowledge of risk and the regulatory environment
      • Investigates and identifies the root cause and corrects items deemed non-compliant, regardless of pressures from business or management

Working Conditions:

  • Frequently: Minimal physical effort such as sitting, standing, and walking.
  • Occasional moving and lifting of equipment and furniture is required to support onsite and offsite meeting setup and teardown.
  • Physically capable of lifting up to fifty pounds, able to bend, kneel, climb ladders.

Employer’s Rights:

  • This job description does not list all the duties of the job.  You may be asked by your supervisors or managers to perform other duties.  You will be evaluated in part based upon your performance of the tasks listed in this job description.
  • The employer has the right to revise this job description at any time.  This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.