Resolutions Analyst

at  Concord Servicing

Summary: Manages and directs the Resolutions inbox in accordance with the organization’s policies and applicable laws. Responsibilities: Advising on training needs; scheduling, assigning, and directing work; addressing complaints and resolving problems.

REQUIREMENTS

o Prior collections experience (3+ years)
o Knowledge of FDCPA and State rules and regulations
o Prior Supervisory / Management experience - preferred
o Basic knowledge of Timeshare operations - preferred
o Business degree or equivalent - preferred
o Basic Computer Skills
o Knowledge of Microsoft Office
o Ability to read, write and speak English fluently. Bilingual (English/Spanish) a plus
o Good communication skills, both written and verbal
o Leadership experience and the ability to provide support and direction to develop and motivate a team
o Ability to communicate and meet company goals and objectives
o Must be willing to work in excess of 40 hours per week when business conditions or special projects make such scheduling necessary.

o Review, distribute, follow up and reply all the cases received in the Resolution inbox to manage CRF (Customer Request Forms)
o Notate in detail each account when receiving important information from customers.
o Notate accounts to follow up on the responses from Operations or other departments.
o Follow up on each CRF until completion/resolved status. Escalate when necessary.
o Submit and answer foreign customers emails.
o Inform and submit emails that constitute: Cease and Desist notifications, Written Disputes or Qualified Written Requests to the Compliance Officer for their proper handling
o Provide feedback to Supervisors and trainers based on the trends showed on the resolutions inbox.
o Prepare tracking reports (CRF analysis and monthly report including number of cases received, pending, completed and escalated status).
o Able to react to change productively and handle other tasks as assigned.
o Assist in training and orientation to all new team members.
o Communicate all relevant changes, updates to Supervisors, Team Leaders and Management team members.
o Provide monthly review meetings each month with each team to summarize their previous month.
o Provide performance constructive feedback together with the Supervisor whenever needed.
o Attends strategic planning meetings regarding Resolutions and sends a recap to Collections team Management.
o Requests call auditing and account analysis as necessary from QA or Compliance specialist to make adjustments, recommendations, or take necessary actions to improve quality of service and increased results.
o Make the necessary recommendations to enforce, review and evaluate current policies and procedures.