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Complaint Manager

4 months ago

Akron, United States Concora Credit Inc. Full time

Overview:

Join the nations leader in second-look finance servicing as our Complaint Manager

The impact youll have at Concora Credit:

The Complaint Manager will be responsible for leading a team of Customer Resolution Specialists in effectively analyzing, investigating, and ensuring the resolution of complaints reported through mail, email, phone, and Better Business Bureau channels. The Complaint Manager will closely monitor trends, initiate root cause analysis and proactive discussions, assist in the identification of improvements, and drive the implementation.

We hire people, not positions. That's because, at Concora Credit, we put people first, including our customers, partners, and Team Members. Concora Credit is guided by a single purpose: to help non-prime customers do more with credit. Today, we have helped millions of customers access credit. Our industry leadership, resilience, and willingness to adapt ensure we can help our partners responsibly say yes to millions more. As a company grounded in entrepreneurship, we're looking to expand our team and are looking for people who foster innovation, strive to make an impact, and want to Do More Were an established company with over 20 years of experience, but now were taking things to the next level. We're seeking someone who wants to impact the business and play a pivotal role in leading the charge for change.

Responsibilities:

As our Complaint Manager, you will:

  • Work with the Director of Issue Management and Complaints to identify and execute improvements, analyze trends, and facilitate discussions with business owners to share information.
  • Can effectively communicate, verbally and through written communication, detailed information in a clear and concise manner.
  • Manage, train, coach, and lead a team of 10-12 Team Members.
  • Ensure accuracy and effectiveness of team output through management monitoring.
  • Ensure maximization of team productivity through efficient use of reporting and feedback.
  • Develop and maintain a work environment that promotes engagement, collaboration, and high motivation.
  • Prioritize your workload and the teams to ensure that time-sensitive SLAs (service level agreements) are met.
  • Establish and implement policies, goals, objectives, and procedures that align with company and department initiatives.
  • Ability to effectively balance working in a team environment, and independently to complete all responsibilities.

These duties must be performed with or without reasonable accommodation.

We know experience comes in many forms and that many skills are transferable. If your experience is close to what we're looking for, consider applying. Diversity has made us the entrepreneurial and innovative company that we are today.

Qualifications:

Requirements:

  • High school diploma or equivalent.
  • Extensive working knowledge of state and federal laws.
  • At least 3 years of management experience.
  • 2 3 years of experience working in the financial services industry, preferably in a role that requires independent investigation & resolution expectations (complaints, disputes, etc.).
  • Excellent written and verbal communication skills.
  • Ability to communicate effectively with all levels of management and staff.
  • Ability to independently assess needs or opportunities and take initiative to implement positive changes.
  • Flexibility to adapt well to change.
  • Excellent decision-making and problem solving skills.

Whats In It For You:

  • Medical, Dental and Vision insurance for you and your family
  • Relax and recharge with Paid Time Off (PTO)
  • 6 company-observed paid holidays, plus 3 paid floating holidays
  • 401k (after 90 days) plus employer match up to 4%
  • Pet Insurance for your furry family members
  • Wellness perks including onsite fitness equipment at both locations, EAP, and access to the Headspace App
  • We invest in your future through Tuition Reimbursement
  • Save on taxes with Flexible Spending Accounts
  • Peace of mind with Life and AD&D Insurance
  • Protect yourself with company paid Long-Term Disability and voluntary Short-Term Disability

Concora Credit provides equal employment opportunities to all Team Members and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Concora Credit Is an equal opportunity employer (EEO).

Please see the Concora Credit Privacy Policy for more information on how Concora Credit processes your personal information during the recruitment process and, if applicable, based on your location, how you can exercise your privacy rights. If you have questions about this privacy notice or need to contact us in connection with your personal data, including any requests to exercise your legal rights referred to at the end of this notice, please contact caprivacynotice@concoracredit.com.