Resolutions Analyst
hace 2 semanas
Job Summary:
Concord Servicing is seeking a highly skilled Resolutions Analyst to manage and direct the Resolutions inbox in accordance with the organization's policies and applicable laws. This role requires strong analytical and problem-solving skills, as well as excellent communication and leadership abilities.
Key Responsibilities:
- Review, distribute, follow up, and reply to all cases received in the Resolutions 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
- Submit and answer foreign customers' emails
- Inform and submit emails that constitute: Cease and Desist notifications, Written Disputes or Qualified Written Requests to the Compliance Officer for their proper handling
- 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
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
Benefits:
- Salary: $22,000
- Vouchers: $2,000
- Internet: $1,000
- Medical Insurance
- Life Insurance
- Dental Insurance
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