Complaint Investigation Analyst

Position Title:

Complaint Investigation Analyst

            Business Unit:  Operations

Reports To:

Compliance Manager

            Location: U.S.

Flsa Class:

Non-Exempt, Full-Time

             Revision Date:  March 2022

Summary

The Complaint Investigation Analyst will promptly research and resolve consumer-related complaints against the Company. Manage intake of complaints along with research of written, verbal, and regulatory complaints.  Monitor and assist in the daily process of complaint handling, consumer experience and compliance for the third-party lines of business.

Essential Functions

• 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.
• Manage incoming consumer complaints and research origin of complaint. 
• Notify Client Services of complaint on a timely basis of receipt of the complaint
• Retrieve, evaluate and document all calls associated with the complaint and provide a synopsis of the call along with the agent(s) activity for all calls
• Request Credit Bureau Reporting (CBR) update and/or Validation of Debt (VOD) as applicable
• Provide a summation of the account documentation and call recordings in accordance with the allegation as stated in the complaint
• Request all pertinent media correspondence involving the consumer, client, and company
• Generate ad hoc reports and regular datasets
• Maintain knowledge of applicable compliance policies
• Keep up-to-date knowledge, understanding, and compliance with all Federal, State, and local laws and regulations with functional area (including FDCPA laws and State laws) to ensure compliance with all State and Federal regulations and with Company policies and procedures
• Maintain regular attendance and timeliness which are required due to the production-based nature of the business and client requirements
• Provide proactive feedback to management concerning potential problems and recommendations for improvement. Recommend process improvements for efficiencies and best practices
• Adhere to all Company, Client and Consumer confidentiality and security policies and procedures 

Non-Essential Functions

• Perform other duties as assigned

Supervisory Responsibilities/Accountabilities

• This position does not require Supervisory Responsibilities/Accountabilities

Requirements

• High School Diploma or General Educational Development (GED) certificate, Associate or Bachelor’s Degree preferred 
• Two or more years of applicable analysis or related experience
• Proficient computer skills, including utilization of computerized software programs, MS Office products, spreadsheets and automated systems
• Excellent interpersonal, written and oral communication skills with both internal and external employees, clients and consumers. Ability to listen and communicate (written and verbal).  Close attention to detail. Demonstrate ability to work independently, self-starter, energetic, good common sense, ethical and sound judgment.  
• Must be able to practically apply Company’s compliance policies, procedures and processes
• Ensure deadlines are met and quality work is produced

Working Conditions

Work is generally performed within an indoor office environment utilizing standard office equipment. This position does not normally require travel

Physical Requirements

While performing the duties of this job, the employee is regularly required to talk, type, see, and hear while sitting at a computer terminal for extended periods of time. The employee frequently is required to multi-task (e.g., talk and type simultaneously). The typing aspect of the job requires the employee to reach with hands and arms; and use hands and fingers to handle/feel the keys.  The job requires extensive use of keyboards and computers 

Position Type/Expected Hours Of Work

Some flexibility in hours is allowed, but the employee must be available during the department’s scheduled hours and guidelines, which may include at least one or two evening and/or weekend shifts. Full-time employees must maintain continuous full-time employment status. Because of the production-based nature of the job, employees must be able to adhere to their schedule and attendance policies

The position description lists the primary functions and requirements of the role and is not all-inclusive. Other responsibilities may be assigned at any time with or without notice. The position description is subject to change to meet the needs of the business. Reasonable accommodations will be provided to disabled individuals when such accommodations would allow the disabled individual to perform the essential functions of the position without causing an undue hardship for the Company.

Radius Global Solutions, LLC is an Equal Opportunity Employer

Eeo/Veteran/Disabled