Consumer Complaint Specialist - Compliance Administration

US-TX-Fort Worth
Requisition ID
2017-29676
Employee Type
Full Time-Regular
Category
Legal / Compliance

Overview

The Consumer Complaint Specialist is responsible for answering and resolving escalated consumer calls and written correspondence. This team member will update the Complaint Tracking System with details about the complaint and resolution/remediation of the complaint for reporting purposes. This team member is responsible for providing educated, fair, and timely responses to consumer complaints from many sources including but not limited to state and federal regulators, the Better Business Bureau, correspondence sent to GM and GM Financial Executives, and both verbal and written correspondence directly from the consumer. This team member will interact with all levels of management and many departments as well as external customers and regulators in the interest of achieving the overall company objectives.

Responsibilities

JOB DUTIES:

  • Respond to consumer complaints directly from the consumer via telephone calls, the Better Business Bureau, all regulatory agencies including the CFPB, and written correspondence.
  • Collaborate with business areas to respond to and remediate consumer complaints while identifying and reporting potential trends that require action.
  • Develop and maintain all documentation, including letters and emails regarding the complaint investigation and response in the complaint tracking system and any other system of record as required.
  • Prepare appropriate confidential communication and ensure the integrity of confidential information.
  • Develop a thorough understanding of GM Financial policies, procedures and provide suggestions to revise those documents in order to comply with legal requirements, new laws and recommendations.
  • Maintain accurate, thorough records of communication and research for regulatory complaints.
  • Update systems and databases as required.
  • Foster open communication and information sharing within department.  

OTHER IMPORTANT DUTIES:

  • Complete other projects and duties as assigned.

REPORTING RELATIONSHIP:

  • Direct Reports: None
  • Reports to: Consumer Complaint Manager

Qualifications

Knowledge:    

  • Proficient with PC software applications such as Excel, Access, and Word.
  • Working knowledge of motor vehicle retail installment documentation in a consumer finance/banking environment.
  • Working knowledge of state and federal regulatory requirements as it relates to motor vehicle retail installment contract originations, servicing, and collections.  

Skills:      

  • Excellent telephone skills for escalated customer calls and complaints.
  • Display strong computer skills, quantitative and analytical abilities. Ability to prioritize multiple projects.
  • Detail-oriented and able to manage multiple tasks/deadlines.
  • Ability to exercise good judgment in all situations.
  • Excellent oral and written communication skills, with ability to write correspondence to consumer complaints, develop reports, and make formal presentations.
  • Able to communicate well with Senior Management.
  • Able to work with minimal supervision.
  • Strong work ethic, dependable, team player, with a flexible, proactive working style.
  • Ability to demonstrate integrity while successfully managing work demands and pressure; continually pursues personal development
  • Ability to produce accurate work and communicate effectively under stressful situations.
  • Ability to work with confidential information without disclosure to other employees or external sources.
  • Excellent organizational and follow-up skills.    

Experience:      

  • 5+ years Customer Service or Collections experience preferred with an emphasis on handling escalated customer calls.
  • 5+ years supervisory or compliance-focused experience preferred.
  • Experience supporting senior level management in a corporate environment preferred.
  • Proven record and extensive background in consumer finance industry, auto finance preferable.
  • State and federal regulatory knowledge preferred.    

WORK CONDITION:

  • Fast-paced office environment, subject to regular deadlines and some stressful situations.
  • Long hours may be required in order to meet departmental goals.

 

 

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