Compliance Complaint Specialist

American Coadius•Amherst, NY

3d•$19 - $22•Hybrid

About The Position

American Coradius International LLC (ACI) is a local, full-service financial services company seeking energetic, initiative-taking Account Resolution Specialists. ACI works with large banking clients as an extension of their customer service department, assisting customers who have fallen into delinquent status to resolve financial issues. This is a HYBRID ROLE based in Amherst, NY, requiring 3 days per week in the office.

Requirements

College Degree or equivalent experience.
Excellent verbal and written communication skills.
Excellent customer service skills.
Knowledge of CUBS Application System.
Detail oriented individual, demonstrating a high level of initiative and proven ability to work independently.
Thorough knowledge of federal, state, and local laws, regulations and rules governing collections.
Previous complaint resolution experience in a Collection or Banking environment.
Ability to work as a team player while maintaining objectivity and impartiality from other departments.
High school diploma or equivalent.
Basic Level of proficiency with Microsoft Office Suite or related software.

Responsibilities

Process verbal/written complaints as required by client/corporate policies & procedures.
Assist Operations in accessing information, troubleshooting problems and resolving system inquiries.
Photocopy and file customer complaint correspondence as required by ACI and Client policies and procedures.
Provide detailed complaint analysis monthly, quarterly and annually at the Corporate and Client level.
Support client/state/regulatory initiatives.
Assist with maintaining ACI’s state licensing, bonding and corporate insurance policies.
Provide timely and accurate information for incoming internal/external requests.
Assist with the maintenance of current policies and procedures and ensure additions and changes to procedures are current.
Comply with company policies and procedures (to include all IT required security and privacy policies and procedures), client standards and all applicable federal, state and regulatory laws.
Adhere to communication transmittal requirements pursuant to client guidelines (encrypted portals or encrypted preferred method of transiting communications).
Complete required complaint forms and reporting processes.
Maintain client reporting and tracking documents and complaint reporting requirements.
Provide feedback to Operations, Human Resources and Senior Management to improve ARS call quality, productivity, customer service, and compliance with client and company 1Customer standards.
Participate in client call calibrations specific to complaints as needed by Quality Assurance.
Ensure all client requirements for training and reference materials are available to staff as needed.
Perform other duties that may be needed and/or assigned by management.
Maintain a current working knowledge of relevant laws, regulations, and trends in the collection industry.
Perform other duties as assigned.