Process and Control Analyst

Continental Finance Company•Wilmington, DE

6d•Hybrid

About The Position

Come join a growing financial technology company that’s leading the marketplace in both the marketing and servicing of credit cards! Continental Finance Company specializes in credit card options for those consumers with less than perfect credit. We are seeking a Process and Control Analyst I to support our Process and Control team. The Process and Control Analyst I is responsible for investigating and resolving complex and sensitive service-related disputes involving credit card consumers; and monitoring various functions within the company to ensure consumer complaints/issues are handled appropriately and within specified timeframes. In addition, the ideal candidate will perform analysis of audit findings and report these findings along with recommendations on improvements of the processes.

Requirements

Minimum 2 years of customer service experience.
College Degree 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.

Nice To Haves

Previous banking experience preferred.
Previous Process and Control experience a plus but not required.

Responsibilities

Review reports daily to ensure proper Company procedures and Regulatory Requirements are followed for credit card servicing and inception, such as application approvals, declinations and resubmissions, adherence to the requirement of 25% first year max fee, Rewards, credit bureau reporting, Attorney Representation, SCRA and MLA adherence, billing statements, card issuance, letters, Dispute/Fraud/Lost & Stolen processing, workout programs, Interest calculation, fees billed and reversed, re-age of accounts, and Credit Protection enrollment & claims processing.
Document non-compliant instances for correction by the Company.
Review all processes within the company to ensure that all Regulatory and Compliance regulations are met in order to prevent 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 team 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.
Complete Pre/post validation of all files for Company issued Change in Terms.
Complete Pre/Post validation of all account files for Portfolios acquired by the Company.
Analyze issues found during audits to determine root cause and resolution.
Prepare deliverables for audits, review testing findings, and make recommendations for improvements.
Review suspicious transactions and escalate to the Fraud department.
Develop, review, and analyze the ongoing effectiveness of all audit programs, recommending changes and improvements as appropriate, to the Audit Manager.
Assist the Process & Control Manager, AVP of Process and Control, and SVP of Process and Control with other ad hoc projects.
Perform other duties as assigned.