Compliance Representative

Compliance Renton, Washington


Description

Responsibilities:

The Compliance Monitoring Representative monitors collection agent calls in review of federal regulator and state law, as well as Convergent company policy requirements.   The assessment of the agent performance/behavior is recorded via compliance scorecards indicating low/high risk violations and correlating compliance point assessments.  Compliance representatives will document feedback to help aid, coach and counsel agents to modify call performance levels.

 

Job Duties:

  • Monitor randomly selected calls via various dialer softwares.by the compliance representative to review in one of two ways: Live Vox or FACS Kaliwa
  • Ability to meet monthly call monitoring quotas
  • Record scored calls via the Convergent Call Monitor Form
  • Save all reviewed and scored call forms as a PDF copy in selected company share drives
  • Send calls that result with compliance violations or are in need of a coaching opportinity are sent to Operations Management along with Convergent Call Monitor Form
  • Log all failed calls or coaching opportunities on an Internal Corrective Action log for trending reporting
  • Review all refund requests processed by the Bookkeeping Department to determine agent error
  • Review Call Miner Reports for trending and provide coaching opportunities to Operations Management as needed
  • Responds and resolves verbal and written complaints from state agencies, CFPB, the Better Business Bureau (BBB), Attorney Generals, attorneys, clients and consumers
    • Investigate and document any violations, monitors collection calls and completes internal and client complaints reporting
  • Responds to email complaints in the required timeframes specific to company policy and client requirements

 

 

Qualifications:

  • High school diploma or equivalent
  • Previous Customer Service and/or Collection experience
  • Has good written and verbal communication skills
  • Able to diffuse upset or angry consumers
  • Can work independently, as well as investigate and reach logical conclusions
  • Capable of operating a computer keyboard, typewriter, fax machine, and copier and has experience with various computer applications, including Microsoft Office applications
  • Has knowledge of the FDCPA, FCRA and all other state and federal collection laws

 

 

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