Compliance Complaint Specialist in Amherst, New York at American Coadius

Welcome to ACI, Your Employer of Choice Since 1989!

American Coradius International LLC (ACI) is a local, long standing, full service financial services company looking to add energetic, initiative-taking, Account Resolution Specialists to our team. We offer a competitive salary and excellent comprehensive benefits.
We work with some of the nation’s largest banking clients as an extension of their customer service department. We help their customers who have fallen into a delinquent status resolve these financial issues.

HYBRID ROLE - Amherst, NY; In office requirement of 3 days per week.

POSITION SUMMARY: Responsible for daily, weekly and monthly complaint handling to include effective review, analysis, reporting and tracking of customer complaints as defined by internal policies and procedures while meeting client requirements and ensuring compliance with federal and state laws. Support ACI’s Director of Corporate Compliance with regard to client and regulatory audits and maintenance of licensing, insurance and corporate bonds.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

•Process verbal/written complaints as required by client/corporate policies & procedures.

•Assist Operations in accessing information, troubleshooting problems and resolving system inquiries.

•Photocopy and file customer complaint correspondence as required by ACI and Client policies and procedures.

•Provide detailed complaint analysis monthly, quarterly and annually at the Corporate an Client level

•Support client/state/regulatory initiatives.

•Assist with maintaining ACI’s state licensing, bonding and corporate insurance policies.

•Provide timely and accurate information for incoming internal/external requests

•Assist with the maintenance of current policies and procedures and ensure additions and changes to procedures are current.

•Comply with company policies and procedures (to include all IT required security and privacy policies and procedures), client standards and all applicable federal, state and regulatory laws

•Adhere to communication transmittal requirements pursuant to client guidelines (encrypted portals or encrypted preferred method of transiting communications).

•Complete required complaint forms and reporting processes.

•Maintain client reporting and tracking documents and complaint reporting requirements

•Provide feedback to Operations, Human Resources and Senior Management to improve ARS call quality, productivity, customer service, and compliance with client and company 1Customer standards.

•Participate in client call calibrations specific to complaints as needed by Quality Assurance.

•Ensure all client requirements for training and reference materials are available to staff as needed.

•Perform other duties that may be needed and/or assigned by management

•Maintain a current working knowledge of relevant laws, regulations, and trends in the collection industry

•Perform other duties as assigned.

MINIMUM QUALIFICATIONS

•College Degree or equivalent experience.

•Excellent verbal and written communication skills.

•Excellent customer service skills.

•Knowledge of CUBS Application System.

•Detail oriented individual, demonstrating a high level of initiative and proven ability to work independently.

•Thorough knowledge of federal, state, and local laws, regulations and rules governing collections.

•Previous complaint resolution experience in a Collection or Banking environment.

•Ability to work as a team player while maintaining objectivity and impartiality from other departments.

EDUCATION AND EXPERIENCE

•High school diploma or equivalent.

•Basic Level of proficiency with Microsoft Office Suite or related software.

PHYSICAL REQUIREMENTS

•Prolonged periods of sitting at a desk and working on a computer with multiple displays.

•Must be able to lift up to 15 pounds at times.

•Dual hand dexterity/repetitive use of hands 80% of the time (typing on computer and dialing phone).

•Ability to speak proper English grammar and use proper telephone etiquette.

•Ability to hear.

•Simple/light grasping required of both hands 80% of the time.

•Typical noise level for work environment (moderate noise).

•Close vision required (clear vision on 15 inch or larger computer monitors).

•Typical noise level for work environment (moderate noise).

•Remote workspace must meet following criteria:

o Remote workspace must be quiet, secure and distraction free.

o Must have reliable internet connection ability to connect directly (not via wi-fi) to a company provided equipment to a router.

o Must be able to work with IT representatives to troubleshoot connectivity issues.

o Must meet ACI’s security and safety requirements.

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.

The pay scale for this position may vary if an applicant possesses experience outside of what American Coradius International LLC (ACI LLC) reasonably anticipates for this position.