Hybrid Resolutions Analyst

at Concord Servicing

• Job title: Resolutions Analyst
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: MX$20,000 per month
• Degree requirement: Bachelor's Degree
• Tech skills: React
• Location requirements: Hybrid, Mexico City, Mexico

About the role

• Resolutions Analyst managing customer request forms for a full-scope loan servicer. Review and track resolutions, providing training and communication to team members.

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.
• Submit and answer foreign customers emails.
• Inform and submit emails that constitute: Cease and Desist notifications, Written Disputes or Qualified Written Requests to the Compliance Officer for their proper handling
• 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.
• 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.

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.

Benefits

• Salary 20,000
• Internet Bonus 400
• Voucher Bonus 2,000
• Medical Insurance
• Dental Insurance
• Life Insurance