Consumer Advocate and Complaint Response Specialist

Continental Service Group, Inc. • Fairport, NY • 6h ago

Position Summary: The Consumer Advocate and Complaint Response Specialist interfaces with and drafts responses to consumers' or commercial debtors' complaints received by the Company through all intake channels enterprise-wide. The Specialist will draft and send clear complaint responses according to Company policy and all other requirements. Essential Duties & Responsibilities: Assist in Handling the Complaint Response Process and overseeing the Complaint telephone line Conduct timely review of all potential complaints utilizing all systems and tools available for a thorough and complete investigation Analyze consumer communications and discern whether a complaint exists according to policy Review potential complaints to determine whether a complaint exists; gather information and prepare summary, respond and escalate issues identified Review lawsuits, gather information and prepare summary for General Counsel (or designee) and escalate issues identified Work with VPCPO and General Counsel or designees on resolution of escalated complaints Log, track, record all complaint information in accordance with Company policy and procedure Draft and send clear professional responses to consumers and commercial debtors, and regulators and clients in accordance with Company policy and procedure Accurately complete Client-required forms for complaint responses as needed Assist in Managing complaint files; Establishes and maintains electronic files and records Adhere to associated Client Service Level Agreements (SLA's), Statements of Work and policy and procedures guidance; timely comply with Client complaint reporting and response requirements Achievement of Complaint Handling Objectives May be requested to serve as a member on the Company Complaints Subcommittee Provide accurate data within ConServe and to Clients as required Use Adobe Pro to save correspondence and complete forms Familiarity with working in a paperless environment and working with Windows Use Excel or other database software to track information (i.e. Complaint responses, ConServe Intellectual Property) Planning to complete variable workloads to approved deadlines Familiarity with work sharing and cross training and willing to work in a collaborative environment Types, generates and proofreads letter, reports, memos, presentations and statistical charts; Use the internet Provide communication support (phone, email and correspondence) as required Cross-trained on all administrative functions within the department Adherence to ConServe's Professional Practices Management System (PPMS), Code of Conduct, and Compliance Program.Non-Essential Duties & Responsibilities: Other duties as assigned. Education: Juris Doctor (JD) Licensed Attorney in current good standingSkills/ Requirements Minimum of five (5) years of consumer complaint response writing experience Two (2) to four (4) years of escalated ombudsman and/or escalated customer service complaint resolution experience in Consumer Protection Law Intermediate knowledge of consumer protection laws and regulations (such as CFPB, FDCPA, etc.) Compliance, Regulatory or Legal background preferred. Debt Collection or Banking Compliance experience preferred. Collaborate with other departments, applications, Consumer Response Group, and General Counsel to create comprehensive and thorough complaint responses Ability to motivate and assist with the development of team members Document (tagging) and manage all applicable data related to investigating and responding to complaints Demonstrated proficiency in MS Word, MS Excel, Adobe Pro, and e-mail Prior experience with electronic record-keeping and retention Compose professional responses according to policy and procedure Strong communication and organizational skills * Demonstrated ability to understand an

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