Compliance Manager

The Compliance Manager is a senior compliance professional responsible for developing, implementing, and enforcing Adler Wallach & Associate's compliance program across all operational departments.

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About ContactPoint360

If you want to be the next CEO… we’re not joking.

Our CEO started on the phones as a customer service agent. Around here, nothing is impossible when you lead with curiosity, kindness, and the right mindset.

ContactPoint360 is a Canadian, people first company with 5,000 incredible humans across 12 countries. We’re proud that 70% of our leaders grew from within proof that growth isn’t just a promise, it’s our culture.

From day one, you’ll have a clear career path, real support, and a team that believes in your potential before you even see it yourself. We care about people and we’re big believers in building futures, not just filling roles.

If you’re hungry, if you care, if you want to build a real career instead of just collecting a paycheck, you’re in the right place. We’ll give you the tools, the mentorship, and the path from day one.

This is where potential turns into progression. welcome home.

Our Purpose:

Our goal is to create the best human experience, ensure the highest client satisfaction, and transform clients’ customers into loyal advocates for life.

About the Position

The Compliance Manager is a senior compliance professional responsible for developing, implementing, and enforcing Adler Wallach & Associate's compliance program across all operational departments. Reporting to the Chief Operating Officer, this role owns the full compliance function — from policy development and audit execution to regulatory monitoring, consumer complaint management, and staff training — ensuring the organization operates in continuous adherence to the FDCPA, Regulation F, TCPA, FCRA, GLBA, and applicable state laws.

This is a leadership role with organization-wide influence. The Compliance Manager does not simply react to compliance failures — they build the systems, policies, and culture that prevent them. This requires someone who is equally capable of developing rigorous compliance infrastructure and communicating its requirements clearly to collectors, managers, attorneys, and executives.

The ideal candidate is an experienced compliance professional with deep knowledge of the ARM regulatory environment, demonstrated ability to conduct meaningful audits and drive corrective action, and the credibility to serve as the organization's primary compliance authority across all internal departments and external partners.

Key Responsibilities

· Develop, implement, and maintain Adler Wallach & Associate's compliance management system including policies, procedures, controls, and documentation standards that govern all collection and consumer communication activity.

· Conduct ongoing audits of collections activity, consumer communications, call recordings, written correspondence, and account documentation to assess compliance with federal and state regulations and internal policy.

· Monitor the regulatory environment for changes in CFPB guidance, FTC enforcement activity, state law updates, and litigation trends that affect collections operations, and update policies and procedures accordingly.

· Manage the consumer complaint intake, investigation, and resolution process, ensuring all complaints are logged, investigated thoroughly, responded to appropriately, and tracked for trend analysis.

· Develop and deliver compliance training programs for collections staff, Team Leads, Client Success professionals, and other operational team members at hire and on a recurring basis.

· Serve as the compliance review authority for all consumer-facing content including call scripts, collection letters, email templates, and SMS messages before deployment.

· Oversee the organization's state licensing portfolio, ensuring all required agency and individual collector licenses are current, renewal timelines are tracked, and applications are submitted accurately.

· Partner with the Legal department on FDCPA litigation response, regulatory examination preparation, and legal recovery compliance oversight.

· Conduct compliance reviews of external vendors and law firm partners in coordination with the Legal Network Liaison, ensuring third-party activities meet Adler Wallach & Associate's compliance standards.

· Provide compliance guidance to operations, client success, HR, and IT leadership on regulatory requirements that affect their respective functions.

· Maintain a compliance calendar tracking audit schedules, licensing renewals, training cycles, policy review dates, and regulatory filing deadlines.

· Prepare compliance reporting for the COO and executive team, summarizing audit findings, complaint trends, regulatory developments, and compliance program performance.

Policy Development & Program Management

· Build and maintain a comprehensive compliance policy library covering all areas of collections operations including consumer contact standards, dispute handling, cease communication protocols, account documentation requirements, and third-party oversight.

· Establish a formal policy review cycle that ensures all compliance policies are assessed against current regulatory requirements at least annually and updated promptly when changes occur.

· Develop and maintain a compliance management system that provides documented evidence of policy implementation, staff acknowledgment, audit activity, and corrective action across the organization.

· Design and implement a compliance risk assessment framework that identifies areas of elevated regulatory exposure and prioritizes audit and monitoring resources accordingly.

Audit & Monitoring

· Execute a structured audit program covering call monitoring, letter and digital communication review, account documentation audits, complaint analysis, and vendor compliance assessments on a scheduled and targeted basis.

· Develop audit scoring methodologies, sampling standards, and finding classification frameworks that produce consistent and defensible audit results.

· Deliver audit findings to the COO and relevant department managers with clear documentation of violations, root cause analysis, and required corrective actions.

· Track corrective action implementation and conduct follow-up audits to verify that identified compliance deficiencies have been remediated effectively.

· Maintain complete audit records including scoring sheets, sampled materials, findings reports, and corrective action documentation for regulatory examination readiness.

Regulatory & Licensing Oversight

· Monitor CFPB supervisory activity, FTC guidance, state attorney general enforcement actions, and ARM industry litigation trends to anticipate regulatory changes and assess their operational impact.

· Manage Adler Wallach & Associate's state debt collection agency licensing and individual collector licensing obligations, maintaining a complete and current licensing inventory across all active operating jurisdictions.

· Coordinate regulatory examination responses and support any CFPB, state regulator, or client compliance audit activity with organized documentation and clear communication.

· Advise leadership on emerging regulatory risks and recommend proactive policy or operational adjustments that reduce exposure before regulatory scrutiny occurs.

Training & Compliance Culture

· Design and deliver compliance training curricula that are current, practical, and role-specific — ensuring collectors, Team Leads, legal staff, and client-facing professionals each receive training relevant to their compliance obligations.

· Maintain training completion records and ensure all staff meet required training frequencies for initial and recurring compliance education.

· Foster a compliance culture across the organization where regulatory adherence is treated as a shared responsibility, not a departmental function — reinforcing this through communication, coaching, and visible leadership engagement.

Qualifications

Required Qualifications

· 5+ years of progressive compliance experience within the accounts receivable management, debt collection, financial services, or consumer lending industry.

· Comprehensive knowledge of the Fair Debt Collection Practices Act, Regulation F, Telephone Consumer Protection Act, Fair Credit Reporting Act, Gramm-Leach-Bliley Act, and applicable state debt collection laws.

· Demonstrated experience developing and managing a compliance program including policy development, audit execution, complaint management, and staff training.

· Strong audit and investigative skills with the ability to identify compliance deficiencies, conduct root cause analysis, and drive effective corrective action.

· Experience managing state debt collection licensing obligations across multiple jurisdictions.

· Excellent written and verbal communication skills with the ability to present compliance requirements and findings clearly to operational staff and executive leadership.

· High attention to detail, strong organizational skills, and the ability to manage a complex compliance calendar with multiple concurrent workstreams.

Preferred Qualifications

· Experience operating as the primary compliance authority within a third-party ARM agency subject to CFPB supervision and multi-state licensing requirements.

· Familiarity with CFPB examination procedures, supervisory expectations for compliance management systems, and the CFPB's supervisory guidance on debt collection.

· Professional certification in compliance such as the Certified Receivables Compliance Professional (CRCP) through ACA International, CRCM, or equivalent credential.

· Experience conducting or supporting regulatory examinations, client compliance audits, or third-party vendor compliance reviews.

· Knowledge of Regulation F's specific provisions governing electronic communications, validation notice requirements, and call frequency limitations.

· Familiarity with consumer protection statutes in high-enforcement states such as New York, California, Colorado, Washington, and Texas.

· Experience building compliance programs from the ground up or significantly strengthening underdeveloped compliance infrastructure in a scaling ARM organization.