Servicer Compliance Specialist
Resurgent Capital Services

About Us

Fueled by a fundamental belief in innovation, Resurgent Capital Services is an industry-leading financial services company in our sector. It all began 25 years ago when a small group of successful entrepreneurs had a vision for a new type of asset receivables company. One with a commitment to superior service and a personal touch with every interaction. We believe that demonstrating integrity in everything we do, maintaining a strong commitment to compliance, and doing things the right way is a sustainable business model. We want you to feel like your work has an impact and makes a difference every day. Join us as we develop strategies for change and transform the trajectory of your career!

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Summary:

This individual will work with a group of tier 1 vendors ("servicers"), made up of third-party collection agencies and law firms, to ensure consumer complaints submitted thru regulatory bodies, or received directly from consumers, are accurately reported thru Resurgent's complaint portal. This individual ensures complaints are maintained in the complaint database thru the life cycle of each inquiry submitted, verifies appropriate investigation and root cause analysis steps taken, and where there is merit corrective action implemented. In addition, ongoing monitoring of complaint data to identify trends, and any risks arising, and provide insight to Management.

Responsibilities:

• Oversee entry of complaint data, typically submitted by vendors via the Resurgent complaint portal, The Bridge, to ensure that complaint inquiries are reported timely to Resurgent, responses are submitted to regulatory bodies and consumers within required timeframes, and in accordance with Resurgent's complaint handling requirements.
  
• Ensure investigation actions and response align with nature of complaint and the appropriate action is taken.
  
• Classify complaint inquiries as part of intake process.
  
• Ensure all documentation is uploaded via The Bridge, including initial complaint and response.
  
• Requests and reviews account notes and/or call recordings depending on nature of allegations to determine merit and escalates if needed.
  
• Work shared inbox for The Bridge and assist vendors as needed. Conduct training for new vendors during the onboarding process.
  
• Assist with other tasks, as time permits, or as directed by management.
  
• Identify any new trends or issues within vendor complaint data and escalate to management and appropriate department if needed. (Audit, Legal, BK, etc.)
  
• Work with the Oversight Data Analysts to identify data discrepancies in the data gathered from vendors regarding their complaints & formal inquiries and address with vendor as needed.
  
• Ensure that vendor complaint data is appropriately reflected in monthly Compliance reporting and participate in monthly Complaint Risk Committee meetings.
  
• Conduct research to support Sellers and owners of Resurgent-serviced accounts as they respond to Complaints from regulatory sources; communicate findings to the Sellers through the Client Services team according to business requirements.
  

Qualifications/Skills:

• 2+ years of industry experience.
  
• Knowledge of legal statutes/regulations, including but not limited to the FDCPA, FCRA, and HIPAA.
  
• Previous experience with CFPB, BBB, AGO, or other regulatory agencies is a plus.
  
• Proven organizational skills, including the ability to prioritize duties, track tasks, follow up on outstanding items, with a sense of urgency to meet deadlines.
  
• Intellectually curious, asking intelligent questions and consistently probing for answers.
  
• Strong time management skills, able to work with minimal supervision.
  
• Strong written and verbal communication skills.
  

Educational Requirements:

College Degree preferred, not required

Resurgent is an Equal Opportunity employer that is fueled by our diverse and inclusive work environment. Are you excited about this opportunity, but your skills and experience aren't an exact match? We encourage you to apply anyway! You may be just the person we are searching for to fill this or another position. We would love to consider you for the Resurgent team!

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state, or local laws.

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