Summary
The Compliance Specialist II logs, investigates, and responds to Complaints and Formal Inquiries from consumers and federal and state regulators. This position reports to the Manager of Complaints & Regulatory Affairs.
Roles & Responsibilities
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Draft accurate and persuasive responses to complaints received.
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Ability to assist with reviewing and approving responses.
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Understand and apply statutes and regulations, including but not limited to the FDCPA, FCRA, and HIPAA.
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Contribute to the continuous improvement of work processes, standards and guidelines.
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Conduct detailed research and investigation to resolve CFPB, AG, BBB and other Inquiries in accordance with legal statutes and regulations.
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Participate in routine team reviews of proposed actions to be taken in complaint resolution. Provide critical feedback to peers and respond to feedback from peers and from the Senior Specialist.
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Investigate and determine appropriate decision based on Resurgent’s hardship process.
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Act as a liaison for Resurgent Capital Services with regulatory agencies and servicers regarding complaints and formal inquiries.
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Investigate and respond to privacy requests and other state agencies’ requests.
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Assist in tracking causes of complaints and maintaining the complaint database.
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Handle questions from AskCompliance, GeneralCompliance inbox and other sources as required.
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Assist with projects as necessary or tasks identified by management.
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Provide training as necessary.
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Coordinate remediation efforts with other departments, relay observations and concerns and work directly with them to develop viable solutions to issues identified during complaint investigation.
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Conduct investigation into issues identified as a risk and able to discuss issue with various Resurgent departments, servicers, courts, law firms, or other.
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As required, assist in developing reports for Compliance.
Skills & Qualifications
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At least 1-2 years of relevant work experience
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Relevant work experience in any of the following areas is a plus: Resurgent Capital Services, debt collection, compliance, complaint department, law firm.
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Knowledge of collections processes and legal statutes/ regulations, including but not limited to the FDCPA, FCRA, UDAAP, and HIPAA.
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Previous experience with CFPB, BBB, AGO, or other regulatory agencies is a plus.
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Strong desire to “get to the bottom of an investigation” and can quickly identify whether processes were followed.
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Competence in Excel and Word applications.
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Ability to operate in high stress, potentially adversarial situations/conversations.
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Strong written and verbal communication skills required to communicate effectively with external and internal parties.
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Ability to learn quickly and perform many different tasks.
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Detail-oriented, analytical, and extremely organized.
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Self-starter and willing to present process issues to management and/or executive personnel.
Educational Requirements
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Four-year degree strongly preferred, but not required
