Consumer Advocate and Complaint Response Specialist

CONTINENTAL SERVICE GROUP LLC•Village of Fairport, NY

4d•Remote

About The Position

The Consumer Advocate and Complaint Response Specialist interfaces with and drafts responses to consumers’ or commercial debtors’ complaints received by the Company through all intake channels enterprise-wide. The Specialist will draft and send clear complaint responses according to Company policy and all other requirements.

Requirements

Juris Doctor (JD)
Licensed Attorney in current good standing
Minimum of five (5) years of consumer complaint response writing experience
Two (2) to four (4) years of escalated ombudsman and/or escalated customer service complaint resolution experience in Consumer Protection Law
Intermediate knowledge of consumer protection laws and regulations (such as CFPB, FDCPA, etc.)
Collaborate with other departments, applications, Consumer Response Group, and General Counsel to create comprehensive and thorough complaint responses
Ability to motivate and assist with the development of team members
Document (tagging) and manage all applicable data related to investigating and responding to complaints
Demonstrated proficiency in MS Word, MS Excel, Adobe Pro, and e-mail
Prior experience with electronic record-keeping and retention
Compose professional responses according to policy and procedure
Strong communication and organizational skills
Demonstrated ability to understand and follow policy and procedure related to all activities
Interpersonal skills
Strong troubleshooting, problem analysis, and problem-solving skills
Strong attention to detail and accuracy
Customer service orientation
Adaptability
Initiative
The ability to telework. A teleworker is defined as an employee who works for ConServe from a home, or other remote office, for all of the regularly scheduled work week. A teleworker uses telecommunication technologies, including, but not limited to, soft telephones, virtual facsimiles, computers, electronic mail, and remote secure Internet connections to access work remotely on a pre-determined basis
A private work area in which work activities can be conducted
The ability to speak to consumers and colleagues with no background noise
Respect all matters of confidentiality associated with the Company, Clients and employees.
U.S. Citizenship or lawful Permanent Resident alien with three or more years as a permanent resident in the United States.
Ability to obtain and maintain Government Security Clearances
No conflicts of interest with ConServe or our Clients
Occasionally lift and/or move up to 25 pounds.
Ability to sit or remain sedentary for your entire work shift (8, 9, or 10 hour shift)
Ability to talk and listen on a phone for your entire work shift (8, 9, or 10 hour shift)
Ability to type on a computer for your entire work shift (8, 9, or 10 hour shift)

Nice To Haves

Compliance, Regulatory or Legal background preferred.
Debt Collection or Banking Compliance experience preferred.

Responsibilities

Assist in Handling the Complaint Response Process and overseeing the Complaint telephone line
Conduct timely review of all potential complaints utilizing all systems and tools available for a thorough and complete investigation
Analyze consumer communications and discern whether a complaint exists according to policy
Review potential complaints to determine whether a complaint exists; gather information and prepare summary, respond and escalate issues identified
Review lawsuits, gather information and prepare summary for General Counsel (or designee) and escalate issues identified
Work with VPCPO and General Counsel or designees on resolution of escalated complaints
Log, track, record all complaint information in accordance with Company policy and procedure
Draft and send clear professional responses to consumers and commercial debtors, and regulators and clients in accordance with Company policy and procedure
Accurately complete Client-required forms for complaint responses as needed
Assist in Managing complaint files; Establishes and maintains electronic files and records
Adhere to associated Client Service Level Agreements (SLA’s), Statements of Work and policy and procedures guidance; timely comply with Client complaint reporting and response requirements
Achievement of Complaint Handling Objectives
May be requested to serve as a member on the Company Complaints Subcommittee
Provide accurate data within ConServe and to Clients as required
Use Adobe Pro to save correspondence and complete forms
Familiarity with working in a paperless environment and working with Windows
Use Excel or other database software to track information (i.e. Complaint responses, ConServe Intellectual Property)
Planning to complete variable workloads to approved deadlines
Familiarity with work sharing and cross training and willing to work in a collaborative environment
Types, generates and proofreads letter, reports, memos, presentations and statistical charts; Use the internet
Provide communication support (phone, email and correspondence) as required
Cross-trained on all administrative functions within the department
Adherence to ConServe’s Professional Practices Management System (PPMS), Code of Conduct, and Compliance Program
Other duties as assigned