Resolutions Analyst - Ciudad de México - Concord Servicing de Mexico

Concord Servicing de Mexico

Empresa verificada

Ciudad de México

hace 1 semana

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

Job description

Summary:
Manages and directs the Resolutions inbox in accordance with the organization's policies and applicable laws

Responsibilities:
Advising on training needs; scheduling, assigning, and directing work; addressing complaints and resolving problems.

Essential Duties and Responsibilities:

Review, distribute, follow up and reply all the cases received in the Resolution inbox to manage CRF (Customer Request Forms)
Notate in detail each account when receiving important information from customers.
Notate accounts to follow up on the responses from Operations or other departments.
Follow up on each CRF until completion/resolved status. Escalate when necessary.
Provide feedback to Supervisors and trainers based on the trends showed on the resolutions inbox.
Prepare tracking reports (CRF analysis and monthly report including number of cases received, pending, completed and escalated status).
Able to react to change productively and handle other tasks as assigned.
Assist in training and orientation to all new team members.
Communicate all relevant changes, updates to Supervisors, Team Leaders and Management team members.
Provide monthly review meetings each month with each team to summarize their previous month.
Provide performance constructive feedback together with the Supervisor whenever needed.
Attends strategic planning meetings regarding Resolutions and sends a recap to Collections team Management.
Requests call auditing and account analysis as necessary from QA or Compliance specialist to make adjustments, recommendations, or take necessary actions to improve quality of service and increased results.
Make the necessary recommendations to enforce, review and evaluate current policies and procedures.

In addition to the previous, the Resolutions analyst will perform:

Weekly and monthly reports showing the trending topics and completion status.
Follow the escalation policy defined by the Collections Manager and the Resolutions Analyst to maintain a world class service standard.
Make recommendations to the Training and Supervision Staff based on the trends showed on the weekly and monthly reports.

Qualification/Requirements:

Prior collections experience (3+ years)
Knowledge of FDCPA and State rules and regulations
Prior Supervisory / Management experience preferred
Basic knowledge of Timeshare operations preferred
Business degree or equivalent preferred
Basic Computer Skills
Knowledge of Microsoft Office
Ability to read, write and speak English fluently. Bilingual (English/Spanish) a plus
Good communication skills, both written and verbal
Leadership experience and the ability to provide support and direction to develop and motivate a team
Ability to communicate and meet company goals and objectives
Must be willing to work in excess of 40 hours per week when business conditions or special projects make such scheduling necessary.