Resolutions and Quality Assurance

hace 3 semanas

Ciudad de México Concord Servicing de Mexico A tiempo completo

**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 objectivesMust 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

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