What are the responsibilities and job description for the Complaint Analyst position at Mandarich Law Group, LLP?
Complaint Analyst
Mandarich Law Group, LLP is one of the country's leading creditor's right law firm with offices in CA, IL, NY, MI, OH, GA, NV, and FL. We are seeking an Complaint Analyst for our Lake Mary, Florida office.
Hours 8:00AM to 5:00PM Monday through Friday. In-Office position.
What You’ll Do:
- Ensure customer complaint program policies, procedures and SLAs are met.
- Conduct account level reviews of each customer complaint by performing thorough investigation and evaluation which may include:
- Reviewing call recordings, account notes, legal documentation, and financial transactions
- Escalating issues to internal management as well as 3rd party subcontractors and clients
- Responsible for effectively documenting the complaint resolution and any required follow up
- Conduct program level root cause analysis, research issues, identify trends, draw conclusions, and make recommendations.
- Assist with recommendations for enhancements to employee training
What You’ll Need:
- Minimum High School diploma or equivalent. College Degree preferred.
- Prior law firm experience and/or knowledge of the legal and collections industry preferred
- Highly detail oriented, analytical and strong organizational and communication skills.
- Ability to work independently
- Exceptional analytical and problem-solving skills
- Excellent written communication skills.
- Problem solving skills.
What You’ll Enjoy:
- Competitive Base Salary
- Medical and Dental coverage; 401K plan with company match
- PTO
- Paid Parental Leave
- Opportunities for advancement and professional development
“We are an Equal Opportunity Employer. Nothing in this job posting or description should be construed as an offer or guarantee of employment”.
$20 to $25
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