Complaints Specialist II

3 weeks ago

Greenville, United States Resurgent Capital Services Full time
About Us

Fueled by a fundamental belief in innovation, Resurgent Capital Services is an industry-leading financial services company in our sector. It all began 25 years ago when a small group of successful entrepreneurs had a vision for a new type of asset receivables company. One with a commitment to superior service and a personal touch with every interaction. We believe that demonstrating integrity in everything we do, maintaining a strong commitment to compliance, and doing things the right way is a sustainable business model. We want you to feel like your work has an impact and makes a difference every day. Join us as we develop strategies for change and transform the trajectory of your career

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Summary

The Complaint Specialist II logs, investigates, and responds to Complaints and Formal Inquiries from consumers and federal and state regulators as well as handle other items managed by the Complaint team.

Roles & Responsibilities
  • Draft accurate and persuasive responses to complaints received. These high-risk complaints from regulatory agencies are investigated and handled with a high degree of care.
  • Understand and apply statutes and regulations, including but not limited to the FDCPA, FCRA, and HIPAA.
  • Contribute to the continuous improvement of work processes, standards and guidelines.
  • Conduct detailed research and investigation to resolve CFPB, AG, BBB and other Inquiries in accordance with legal statutes and regulations.
  • Participate in routine team reviews of proposed actions to be taken in complaint resolution. Provide critical feedback to peers and respond to feedback from peers and from the Senior Specialist.
  • Calmly and professionally resolve occasional escalated Customer Service calls from customers, and, where appropriate, place calls to customers as part of the investigation.
  • Investigate and determine appropriate decision based on Resurgent's hardship process.
  • Act as a liaison for Resurgent Capital Services with regulatory agencies and servicers regarding complaints and formal inquiries.
  • Investigate and respond to privacy requests and other state agencies' requests.
  • Assist in tracking causes of complaints and maintaining the complaint database.
  • Handle questions from AskCompliance, GeneralCompliance inbox and other sources as required.
  • Assist with projects as necessary or tasks identified by management.
  • Provide training as necessary.
  • Coordinate remediation efforts with other departments, relay observations and concerns and work directly with them to develop viable solutions to issues identified during complaint investigation.
  • Conduct investigation into issues identified as a risk and able to discuss issue with various Resurgent departments, servicers, courts, law firms, or other.

Skills & Qualifications
  • At least 1-2 years of relevant work experience
  • Relevant work experience in any of the following areas is a preferred: Resurgent Capital Services, debt collection, compliance, complaints, law firm, or working with regulators.
  • Knowledge of collections processes and legal statutes/ regulations, including but not limited to the FDCPA, FCRA, UDAAP, and HIPAA.
  • Previous experience with CFPB, BBB, AGO, or other regulatory agencies is a plus.
  • Strong desire to "get to the bottom of an investigation" and can quickly identify whether processes were followed.
  • Competence in Excel and Word applications.
  • Ability to operate in high stress, potentially adversarial situations/conversations.
  • Strong written and verbal communication skills required to communicate effectively with external and internal parties.
  • Ability to learn quickly and perform many different tasks.
  • Detail-oriented, analytical, and extremely organized.
  • Ability to think objectively and interpret meaningful themes as well as identify critical trends in the complaints they are investigating.
  • Self-starter and willing to present process issues to management and/or executive personnel.

Educational Requirements
  • Four-year college degree required

Resurgent is an Equal Opportunity employer that is fueled by our diverse and inclusive work environment. Are you excited about this opportunity, but your skills and experience aren't an exact match? We encourage you to apply anyway You may be just the person we are searching for to fill this or another position. We would love to consider you for the Resurgent team

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state, or local laws.

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