Back Office Support -Complaint Investigation Analyst

The Complaint Investigation Analyst will promptly research consumer dispute claims by reviewing account notes and listening to calls.

Job Summary

• Locate account(s) associated with complaint and ensure account(s) are restricted from further dialing until a resolution is determined.  This includes but is not limited to adding numbers to DNC lists, status changes etc.
• Notify Client Services of complaints on a timely basis of receipt of same complaint.
• Retrieve, evaluate and document all calls associated with the complaint and provide a synopsis of the call along with the collector (s) activity for all calls.
• Request Credit Bureau Reporting (CBR) update and/or Validation of Debt (VOD) when necessary.
• Provide a summation of the account documentation and call recordings in accordance with the allegation as stated in the complaint.
• Request as needed all pertinent media correspondence involving the consumer, client, and company.
• Generate ad hoc reports and regular datasets.
• Maintain knowledge of applicable compliance policies.
• Maintain knowledge of current industry related Federal regulations as well as state and local law
• Recommend process improvements.
• All other duties as assigned.

Minimum Qualifications

• Must have a minimum of 1 year experience doing collections in a call center environment.
• At least 5 CXC or GCE subjects, inclusive of English and Mathematics
• Exceptional listening and analytical skills.
• Strong written communication skills. Excellent grammar, spelling and sentence construction
• Must be able to effectively communicate with agents, internal departments, and management
• Professional demeanor, dependable, and able to maintain confidential information
• Proficiency in Microsoft Office Suite programs required

Employees enjoy the following benefits: 

• Competitive hourly rate
• Free Wi-Fi
• Annual merit pay increases
• Pension retirement plan with contributions from Radius
• Free transportation
• Excellent opportunities for advancement
• Contests prizes & giveaways
• Health, Dental, Vision, and Life Insurance
• Permanent employment (no contracts)

ALL CANDIDATES MUST BE ABLE TO PASS A CRIMINAL BACKGROUND CHECK AND DRUG TEST