Manager, Complaints & Regulatory Affairs

Resurgent Capital Services•Greenville, SC

About The Position

Fueled by a fundamental belief in innovation, Resurgent Capital Services is an industry-leading financial services company in our sector. It all began 25 years ago when a small group of successful entrepreneurs had a vision for a new type of asset receivables company. One with a commitment to superior service and a personal touch with every interaction. We believe that demonstrating integrity in everything we do, maintaining a strong commitment to compliance, and doing things the right way is a sustainable business model. We want you to feel like your work has an impact and makes a difference every day. Join us as we develop strategies for change and transform the trajectory of your career! Notice for California Residents - California Privacy Policy Summary: The Manager, Complaints & Regulatory Affairs manages staff and the daily operations of the Complaints & Regulatory Affairs team and provides training, coaching, and leadership to the team members. The Manager will oversee the entry and resolution of Escalated Inquiries/Complaints/ Hardship requests, ensuring that they are entered into the tracking system correctly and that appropriate and thorough investigations and responses are submitted in a timely fashion in accordance with regulatory requirements and established Policies. This position reports to the Sr. Director of Licensing & Regulatory Affairs.

Requirements

At least 5 years of related experience in banking and/or consumer finance, preferably with proven leadership/management experience.
Strong leadership abilities including ability to motivate teams, effectively communicate (oral and written), organizational skills, time management, and attention to detail.
Advanced analytical skills and process-oriented mindset.
Excellent work ethic and unquestionable integrity.
Ability to operate in high stress, potentially adversarial situations/conversations.
Ability to maintain confidential information.
Proficiency in MS Office applications (Word, Excel, PowerPoint, Outlook, SharePoint) and aptitude for learning new systems.
Relevant experience in the credit industry desired with an understanding of compliance to the FDCPA, TCPA, FCRA and HIPAA.

Nice To Haves

Familiarity with Resurgent systems including RAP and OnBase preferred.
Proficiency in RAP, OnBase, and SQL preferred.
Previous experience with CFPB, BBB, AGO, or other regulatory agencies is a plus.

Responsibilities

Provide guidance and leadership to the Complaints & Regulatory Affairs team leading and mentoring individuals to develop and reinforce skills and effectiveness.
Monitor all work queues to ensure work is distributed in an equitable and timely manner to ensure all deadlines are met.
Continuously monitor daily reports to ensure tasks are completed or are progressing as expected.
Address any issues with team and work to correct process and performance issues. These queues include all nature of Escalated Inquiries/Complaints, Hardship requests, Threat Response actions, Ask Compliance requests, General Compliance requests, Seller complaint reports, etc.
Routinely review internal process audit findings of relevant processes to ensure responsible items are being properly investigated per established procedures and workflow is functioning as designed. Also review investigation and response efforts to ensure desired levels of quality and efficiency are achieved. Remediate as necessary.
Perform manager review on escalated accounts as needed.
Conduct risk assessment and use best judgment to determine appropriate account resolution.
Interface and coordinate with members of Compliance, Legal, and other departments as necessary to ensure proper resolution of unique accounts.
Regularly review process documentation for compliance, clarity, accuracy, and opportunity for improvement. Implement changes and improvements as required and ensure adequate communication and training of changes.
Analyze performance-related data and trends in order to identify and implement process and training improvements.
Lead and/or contribute to process improvement efforts depending upon project scope.
Effectively manage resources, monitor staffing levels, and ensure completion of all training for self and staff as required.
Provide regular constructive feedback and positive recognition to individual team-members.
Monitor employee attendance and performance as well as perform all payroll-related functions.
Ensure completion of all process steps in Performance Management cycle, including goal setting, continuous feedback, and performance reviews.
Effectively communicate changes and performance achievements to staff.
Lead the monthly Complaint Risk Committee (CRC) meeting and attend any other Compliance Management System (CMS) meetings as necessary to provide understanding or guidance on complex and nuanced complaint related issues