Consumer Advocate & Complaint Resolution Specialist

Position Summary:

The Consumer Advocacy 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:

• Manage the Complaint Response Process and oversee Complaint telephone line
• Conduct timely review utilizing all systems and tools available for an 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 Deputy General Counsel and General Counsel 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
• Manage 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

• Adherence to ConServe’s Professional Practices Management System (PPMS), Code of Conduct, and Compliance Program.

• Cross-trained on all administrative functions within the department

Non-Essential Duties & Responsibilities:

• Other duties as assigned.

Education:

• HS Diploma or GED
• Associate or Bachelor Degree preferred

Skills/ 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 or Regulatory background preferred.
• Debt Collection or Banking Compliance experience preferred.
• Collaborate with other departments, applications, 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 and follow policy and procedure related to all activities
• Interpersonal skills
• Strong troubleshooting, problem analysis, and problem-solving skills
• Strong attention to detail and accuracy
• Customer service orientation
• Adaptability
• Initiative

• The ability to telework. A teleworker is defined as an employee who works for ConServe from a home, or other remote office, for all of the regularly scheduled work week. A teleworker uses telecommunication technologies, including, but not limited to, soft telephones, virtual facsimiles, computers, electronic mail, and remote secure Internet connections to access work remotely on a pre-determined basis
• A private work area in which work activities can be conducted

• The ability to speak to consumers and colleagues with no background noise
• Respect all matters of confidentiality associated with the Company, Clients and employees.
• U.S. Citizenship or lawful Permanent Resident alien with three or more years as a permanent resident in the United States.
• Ability to obtain and maintain Government Security Clearances
• No conflicts of interest with ConServe or our Clients

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job except for periodic breaks pursuant to applicable law.

Occasionally lift and/or move up to 25 pounds.

• Ability to sit or remain sedentary for your entire work shift (8, 9, or 10 hour shift)
• Ability to talk and listen on a phone for your entire work shift (8, 9, or 10 hour shift)
• Ability to type on a computer for your entire work shift (8, 9, or 10 hour shift)

Reasonable accommodations may be made to the extent required under applicable law to enable individuals with disabilities to perform the essential functions of this position.

MISSION STATEMENT:

ConServe is dedicated to satisfying the needs of our Clients in a manner consistent with improving the human condition, and that will foster the development of long-term mutually beneficial relationships with our Clients, our Employees, our Suppliers and Business Partners and the Community as a whole.

Disclaimer: The above job description is not a contractual or binding document; it is provided as a guide to the types of duties required to be undertaken. Duties may vary from time to time and this description is subject to review. Modifications will be made as needed to support changes in the business climate and requirements.

Continental Service Group, Inc., d/b/a ConServe endeavors to make www.conserve-arm.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact our Recruiting Department at: 585-421-1000, extension: 7 or by emailing: jobs@conserve-arm.com.

Qualified applicants will receive consideration for employment regardless of age, race, color, religion, national origin, sex, sexual orientation, gender, gender identity/expression, genetic disposition, genetic markers/carrier status, disability, creed, veteran status, military status, status as a victim of domestic violence, marital status, familial status, pregnancy, childbirth and related medical conditions, and disability, conviction (limited) or other legally protected status.

ConServe is a Drug Free Workplace