Resolutions Analyst

hace 2 semanas


Xico, México Concord Servicing A tiempo completo

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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