ConServe · 1 day ago
Consumer Advocate and Complaint Resolution Specialist
United States
Full-time
Onsite
Mid, Senior Level
$65K/yr - $75K/yr
5+ years expConServe is dedicated to improving the human condition through client relationships, and they are seeking a Consumer Advocate and Complaint Resolution Specialist. The Specialist will manage consumer complaints, draft responses, and ensure compliance with company policies and procedures.
Financial Services
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Assist in Handling the Complaint Response Process and overseeing the Complaint telephone line
Conduct timely review of all potential utilizing all systems and tools available for an 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 willingness 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
Qualification
Required
HS Diploma or GED
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, 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
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
Preferred
Associate or Bachelor Degree preferred
Compliance, Regulatory or Legal background preferred
Debt Collection or Banking Compliance experience preferred
Company
ConServe
ConServe providing accounts receivable management services for colleges and universities.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Richard Klein
CFO
Janice Correa
Sr. HR Business Partner
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