Resolutions Analyst

hace 2 semanas

Ciudad de México Concord Servicing de Mexico A tiempo completo

**Job description**

**Summary**:Manages and directs the Resolutions inbox in accordance with the organization's policies and applicable laws. Responsibilities: Advising on training needs; scheduling, assigning, and directing work; addressing complaints and resolving problems.

**Essential Duties and Responsibilities**:

- Review, distribute, follow up and reply all the cases received in the Resolution inbox to manage CRF (Customer Request Forms)
- Notate in detail each account when receiving important information from customers.
- Notate accounts to follow up on the responses from Operations or other departments.
- Follow up on each CRF until completion/resolved status. Escalate when necessary.
- Provide feedback to Supervisors and trainers based on the trends showed on the resolutions inbox.
- Prepare tracking reports (CRF analysis and monthly report including number of cases received, pending, completed and escalated status).
- Able to react to change productively and handle other tasks as assigned.
- Assist in training and orientation to all new team members.
- Communicate all relevant changes, updates to Supervisors, Team Leaders and Management team members.
- Provide monthly review meetings each month with each team to summarize their previous month.
- Provide performance constructive feedback together with the Supervisor whenever needed.
- Attends strategic planning meetings regarding Resolutions and sends a recap to Collections team Management.
- Requests call auditing and account analysis as necessary from QA or Compliance specialist to make adjustments, recommendations, or take necessary actions to improve quality of service and increased results.
- Make the necessary recommendations to enforce, review and evaluate current policies and procedures.

**In addition to the previous, the Resolutions analyst will perform**:

- Weekly and monthly reports showing the trending topics and completion status.
- Follow the escalation policy defined by the Collections Manager and the Resolutions Analyst to maintain a world class service standard.
- Make recommendations to the Training and Supervision Staff based on the trends showed on the weekly and monthly reports.

**Qualification/Requirements**:

- Prior collections experience (3+ years)
- Knowledge of FDCPA and State rules and regulations
- Prior Supervisory / Management experience - preferred
- Basic knowledge of Timeshare operations - preferred
- Business degree or equivalent - preferred
- Basic Computer Skills
- Knowledge of Microsoft Office
- Ability to read, write and speak English fluently. Bilingual (English/Spanish) a plus
- Good communication skills, both written and verbal
- Leadership experience and the ability to provide support and direction to develop and motivate a team
- Ability to communicate and meet company goals and objectives
- Must be willing to work in excess of 40 hours per week when business conditions or special projects make such scheduling necessary.

**Salary**: $20,400.00 - $22,400.00 per month

**Salary**: $20,400.00 - $22,400.00 per month

Expected Start Date: 27/03/2023

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