Position summary
The Compliance Specialist will be responsible for performing a wide variety of activities to ensure company and employee compliance with policies, procedures, and programs designed to increase employee awareness and knowledge of compliance measures to help prevent consumer harm.
Essential Duties and Responsibilities
• Handles escalated calls to resolve consumer grievances in a manner consistent with company, client and industry guidelines.
• Tracks and manages consumer complaints and escalated calls.
• Manages select pools to ensure all accounts are properly worked in a timely manner.
• Performs audits in accordance with company procedures, bring coaching opportunities or employee recognition scenarios to the attention of the Compliance Manager, Collection Managers and the Directors of Collections.
• Handles Client Call Monitoring requests pursuant to the specific guidelines of each client.
• Participates in multiple audits on a regular basis as defined by the procedures of the specified audit requirements.
• Assists with sorting incoming mail and faxes to ensure important documents are immediately forwarded to the Compliance Department.
• Reviews, notates and processes incoming documents forwarded to Compliance for special handling.
• May perform tasks necessary in responding to document and information requests for audits performed on APRS by external auditors, regulatory agencies, clients and potential clients.
• Assists from time to time with the investigation and resolution of compliance problems, questions, or customer feedback and complaints received from other units of the company, customers, government and non-government regulatory agencies, etc.
• Researches and addresses inquiries from various business units throughout the company to ensure compliance with applicable regulations and client guidelines.
• May perform tasks necessary for fulfilling and renewing applicable licensing requirements for all company entities in all states.
• Assist with the identification of potential risks and compliance issues associated with new and current procedures, products and services.
• Perform other duties as requested, directed or assigned.
Competencies
• Excellent written and interpersonal communication skills
• Working knowledge of the Fair Debt Collection Practices Act, FTC Policy Statement, Consumer Financial Protection Act, PCI Data Security, and additional state and federal laws applying to collection activities
• Ability to read, interpret, understand, and implement regulations and regulatory requirements
• Ability to gather and analyze data, compile information, and prepare reports
• Proficient in Microsoft Office applications and other professional software
• Bi-lingual (Spanish/English) a plus
Education and Experience
• Bachelor's Degree preferred
• Two to four years relevant experience