Compliance Coordinator

Description

The Compliance Coordinator plays a critical role in ensuring Trufit adheres to regulatory requirements and internal processes within Operations, Fitness and Sales. This position is responsible for monitoring, assessing, and mitigating compliance risks while supporting the development and enforcement of company-wide compliance initiatives. The Compliance Coordinator works cross-functionally with department leaders to uphold regulatory integrity, conduct audits and implement best practices that align with company objectives.

Key Responsibilities:

Incident Management, Compliance and Resolution

• Serves as a point of contact for compliance-related inquiries and concerns.
• Supports internal and external audits by preparing necessary documentation and reports.
• Assists in reporting and documentation to mitigate compliance risks, specifically with member and teammate incidents.
• Ensures the organization adheres to federal, state, and industry regulations by periodically conducting club audits.
• Maintain records of client incident forms and work with leadership to implement preventative solutions.
• Partners with our Finance department to audit/validate cash reconciliation and deposit discrepancies.
• Conduct risk audits to ensure compliance with industry standards and regulations.
• Utilizes company security cameras to follow up on concerns when necessary.

Fitness & Sales Compliance 

• Responsible for all PT related refunds and cancellation processes. 
• Efficiently handle and respond to member requests for personal training refunds, while maintaining strong member loyalty, trust, and retention.
• Communicate professionally and empathetically with members via phone and email to address their personal training agreement cancellation and refund requests.  
• Demonstrate understanding and concern towards the member’s situation, maintaining a positive tone even when dealing with frustrations.
• Maintain thorough knowledge of the company's refund policy, including eligibility criteria, timeframes, and documentation requirements. Ensure all cancellation and refund requests are processed per TruFit’s policies and procedures.
• Enter, process, and monitor refund transactions in a timely manner. Maintain thorough and accurate details in the system, including notes on cancellation reasons and refund details.
• Maintains records and reports on cancellations, refund trends, and outstanding balances. Provide reports to the accounting and finance team and identify trends in data. 
• New Member and New PT client agreements/contract audits.

Requirements

• Minimum 2 years of experience processing customer revenue transactions in a high-volume setting.
• Ability to interpret service agreements and contracts.
• Must have strong analytical skills, data entry, and attention to detail. 
• Prior accounting and auditing experience is strongly preferred.
• Strong customer service, conflict resolution, and communication skills.
• Sound decision-making, critical thinking, and problem-solving skills.
• Ability to navigate and use member management and accounting software and tools.
• Knowledge of the fitness or personal training industry is ideal.
• Must be able to work from a club or corporate office location (this is not a remote position).