Specialist II, Complaints

Resurgent Capital Services•Greenville, SC

About The Position

The Compliance Specialist II logs, investigates, and responds to Complaints and Formal Inquiries from consumers and federal and state regulators. This position reports to the Manager of Complaints & Regulatory Affairs.

Requirements

At least 1-2 years of relevant work experience
Knowledge of collections processes and legal statutes/ regulations, including but not limited to the FDCPA, FCRA, UDAAP, and HIPAA.
Competence in Excel and Word applications.
Ability to operate in high stress, potentially adversarial situations/conversations.
Strong written and verbal communication skills required to communicate effectively with external and internal parties.
Ability to learn quickly and perform many different tasks.
Detail-oriented, analytical, and extremely organized.
Self-starter and willing to present process issues to management and/or executive personnel.

Nice To Haves

Relevant work experience in any of the following areas is a plus: Resurgent Capital Services, debt collection, compliance, complaint department, law firm.
Previous experience with CFPB, BBB, AGO, or other regulatory agencies is a plus.
Strong desire to “get to the bottom of an investigation” and can quickly identify whether processes were followed.

Responsibilities

Draft accurate and persuasive responses to complaints received.
Ability to assist with reviewing and approving responses.
Understand and apply statutes and regulations, including but not limited to the FDCPA, FCRA, and HIPAA.
Contribute to the continuous improvement of work processes, standards and guidelines.
Conduct detailed research and investigation to resolve CFPB, AG, BBB and other Inquiries in accordance with legal statutes and regulations.
Participate in routine team reviews of proposed actions to be taken in complaint resolution.
Provide critical feedback to peers and respond to feedback from peers and from the Senior Specialist.
Investigate and determine appropriate decision based on Resurgent’s hardship process.
Act as a liaison for Resurgent Capital Services with regulatory agencies and servicers regarding complaints and formal inquiries.
Investigate and respond to privacy requests and other state agencies' requests.
Assist in tracking causes of complaints and maintaining the complaint database.
Handle questions from AskCompliance, GeneralCompliance inbox and other sources as required.
Assist with projects as necessary or tasks identified by management.
Provide training as necessary.
Coordinate remediation efforts with other departments, relay observations and concerns and work directly with them to develop viable solutions to issues identified during complaint investigation.
Conduct investigation into issues identified as a risk and able to discuss issue with various Resurgent departments, servicers, courts, law firms, or other.
As required, assist in developing reports for Compliance.