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Debt Collection and Compliance Manager

Company: Credit Corp
Location: Draper
Posted on: September 17, 2018

Job Description:

Build your corporate career in financial services Competitive compensation Robust benefits package Credit Corp Group is not your average Debt Collection agency. We are 1500 strong with offices across Australia, USA and the Philippines. We're an ASX200 company with 2 main business streams: debt purchase and consumer lending. Our results in recent years have been fantastic and we're constantly growing. At the heart of our business is the fairness, respect and inclusion of all our clients and staff. The successful candidate will lead our Customer Care and Quality Assurance team to ensure that we maintain the highest standards of service and compliance. This includes working with internal and external stakeholders to ensure the timely resolution of disputes, providing feedback to the operation and identifying training needs for employees. This person will act as the last line of defense for customer complaints and customer initiated litigation, protecting Credit Corp's interests, brand and reputation. Customer Care and Quality Assurance Manager Responsibilities: Lead a team of Customer Care and Quality Assurance Officers. Assume responsibility for the timely and thorough investigation of, and appropriate response to, customer complaints to achieve the best possible outcome for the complainant and Credit Corp. Analyze the root cause of customer dissatisfaction to identify improvement opportunities or areas of risk in the operation, providing quality recommendations to senior management and contributing to our culture of continuous improvement. Manage complaints which are the subject to litigation by consumers and their attorneys, responding to legal complaints and liaising with, and providing instructions to, Credit Corp's external legal counsel to ensure the timely and effective management of legal disputes. Manage and respond to complaints made to regulators and government authorities such as the CFPB, Attorney Generals, and BBB. Respond to complaints related to credit reporting. Liaise with internal stakeholders to request relevant information and supporting documentation to allow assessment and analysis of each complaint. Ensure that the Processes & Policies for Complaints Handling and dispute resolution are complied with at all times. Manage the quality assurance audit program and the distribution of quality assurance reports to senior management and the operation. Prepare team productivity reports and quarterly performance feedback. Consistent improvement Customer Care and Quality Assurance Manager Qualifications: A positive outlook; The ability to work independently to achieve set self and team objectives; 3-5 years' of experience in a financial services environment. 2 years of experience in dispute resolution, compliance or operational risk management (includes audit, legal, credit risk, or operational risk). In depth knowledge of debt collection regulations as dictated by federal and state law. Experience dealing with complaints which are the subject of consumer litigation. A legal background and working knowledge of the E-Oscar dispute platform is advantageous. Demonstrated success at managing high-volume workloads. A strong ability to manage to deadlines. Demonstrated competence in analyzing and investigating issues and developing & negotiating solutions. Understanding of the debt purchase and debt collection business. Excellent attention to details. Superior verbal and written communication skills. Ability to interact with key stakeholders at all levels of the organization. What's in it for you? You will be a key member of a growing company that is positioned to more than double the size of its US operation over the next couple years. You will enjoy competitive compensation, a robust benefits package, and a positive working environment, including: Negotiable starting salary (will pay based on experienced candidates) No weekends Schedule M - F 8:30 AM - 5:30 PM. Benefits offered after 30 days: Medical, Dental, Vision, ST/LT Disability, PTO Other benefits: 401K, 9 paid holidays, employee referral bonuses Fresh fruit delivered 2 times a week, monthly massages and award celebrations. If this sounds like you, don't wait Apply today

Keywords: Credit Corp, Orem , Debt Collection and Compliance Manager, Executive , Draper, Utah

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