Complaint Specialist

Position Overview:

The Regulatory Complaints Specialist will assist in the management, root cause analysis, resolution and tracking of regulatory complaints received from the CFPB, BBB, State Attorney General, State Regulators, and related agencies. The Complaints Specialist will conduct investigations into consumer complaints and moderate-to-complex regulatory issues. Work cross-functionally with relevant internal stakeholders including but not limited to Operations, IT, Audit, Fraud, and Compliance to gather relevant data, records and information needed to objectively develop a sound understanding of the issue(s) raised in a complaint. Relying on the information gathered and strong communication skills, the Complaints Specialist will timely draft written responses for CCO approval and identify processes/areas of opportunity for communication to business leaders for remediation. The Complaints Specialist will be exposed to and involved in the development of new initiatives and projects related to complaints management and regulatory compliance at NCB. The primary job duties are as listed below.

Principle Responsibilities as applicable

• Critical analysis of complaints’ text to draw accurate conclusions and identify operational and/or regulatory questions raised so as to inform investigation planning, execution and issue tracking.
• Periodic and accurate maintenance of the Regulatory Complaints log to track data points required for month-end and ad hoc reporting to company leadership.
• Execute investigations into complaints by formulating a plan of action and executing investigation activities to determine root cause including researching account history, original account documentation & media, call recordings, company policies and procedures, prior investigation materials, and other relevant information
• Using investigation findings, prepare accurate and concise draft responses for CCO approval using approved templates as a starting point and customizing as needed.
• Communicates progress and timely escalates critical and high-risk findings by preparing summary reports, where needed, and providing information in meetings.
• Assist in the implementation of new initiatives and projects related to complaints management, reporting and issue remediation.
• Assist in the development and updating of existing compliance policies and procedures related to handling of regulatory complaints and disputes and other areas of compliance risk.
• Assist with responding to ad-hoc requests for complaints data request from other NCB departments including business development, audit, legal, and vendor management.
• Other duties assigned by management.

Experience

• Minimum of 5 years financial services experience in quality assurance, operations, audit, compliance or risk management.
• Associates degree or higher (Extensive experience in a majority of the job duties or similar duties in the collections industry in lieu of academic qualifications will be considered)
• Highly self-motivated individual eager to learn and deliver excellent work product to drive business success
• Great attention to detail and accuracy
• Must be punctual and dependable
• Ability to maintain confidentiality
• Effective written and verbal communication skills
• Maintain a working knowledge of applicable laws and regulations related to the accounts receivables industry e.g., FDCPA, FCRA, UDAAP, TCPA, SCRA, EFTA, Reg F

Independent problem-solving analysis and decision-making skills