Process and Control Specialist

4 weeks ago

Wilmington, Delaware, United States Continental Finance Company Full time
Job Overview

Continental Finance Company is seeking a highly skilled Process and Control Analyst to support our Process and Control team. This role is responsible for investigating and resolving complex service-related disputes involving credit card consumers, monitoring various functions within the company, and ensuring consumer complaints/issues are handled appropriately and within specified timeframes.

Key Responsibilities
  • Review reports daily to ensure proper Vendor procedures are followed for credit card servicing, including billing statements, card issuance, letters, Dispute/Fraud/Lost & Stolen processing, and Credit Protection enrollment & claims processing.
  • Document non-compliant instances for correction by Vendor.
  • Review all processes within the company to ensure compliance with Regulatory and Compliance regulations, preventing litigation costs and regulatory/compliance fines and remediation.
  • Investigate and analyze determinations on complex service-related disputes involving consumers to ensure compliance with credit card regulations, avoid litigation costs, and promote consumer goodwill.
  • Examine causes of customer disputes and initiate corrective action with third-party vendor management teams to improve customer relations.
  • Analyze and recommend improvements in customer service policies, systems, programs, and services.
  • Participate in special projects for other departments within the Company.
  • Perform other duties as assigned.
Requirements
  • Two years of customer service experience.
  • College Degree required.
  • Previous banking experience preferred.
  • Previous Process and Control experience a plus but not required.
  • Excellent oral/written communication, organization, and customer relationship skills.
  • Ability to multi-task, work in a team environment, and take direction from management.
  • Excellent problem-solving and analytical skills.
  • High attention to detail.
  • Strong knowledge of Microsoft Word, Excel, and PowerPoint.
About Continental Finance Company

Continental Finance Company is one of America's leading marketers and servicers of credit cards for consumers with less-than-perfect credit. We pride ourselves on corporate responsibility to customers in terms of a strong customer support program and fair treatment. With our success, we have also grown into an innovative financial tech company. We offer a hybrid work schedule, competitive compensation, and benefits in an exciting, fast-paced business casual environment.

We are an equal opportunity employer committed to inclusion and diversity. Our company provides equal employment opportunity (EEO) regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status.

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