Resolutions Analyst

Concord Servicing; Ciudad de México; Presencial; MXN 400,000 - 600,000; Jornada completa

Descripción de la vacante

Una empresa de servicio de préstamos busca un analista de resoluciones en Ciudad de México. La persona ideal debe tener más de tres años de experiencia en cobranzas y habilidades en supervisión, manejo de equipos, así como conocimientos de FDCPA y regulaciones estatales. La posición ofrece un salario de 20,000 y beneficios como seguro médico, dental y de vida. Se busca un candidato bilingüe que pueda comunicarse efectiva y eficientemente dentro del equipo.

Servicios

Bono de Internet

Bono de Vale

Seguro Médico

Seguro Dental

Seguro de Vida

Formación

• Más de 3 años de experiencia en cobranzas.
• Experiencia previa en supervisión o gestión es preferida.
• Disponibilidad para trabajar más de 40 horas a la semana si es necesario.

Responsabilidades

• Revisar, distribuir y dar seguimiento a casos recibidos en el buzón de Resoluciones.
• Notar cuentas con información importante de los clientes.
• Preparar informes de seguimiento mensual.

Conocimientos

Experiencia en cobranzas

Conocimientos de FDCPA y regulaciones estatales

Habilidades de comunicación

Conocimiento básico de operaciones de Timeshare

Fluidez en inglés y español (bilingüe es un plus)

Conocimientos básicos de Microsoft Office

Educación

Título universitario o equivalente

Herramientas

Microsoft Office

Descripción del empleo

Descripción del trabajo

Concord is a full-scope loan servicer delivering compliant, flexible, and scalable portfolio servicing solutions to meet the demands of loan originators and capital providers – and their customers – in multiple asset classes. We are service-focused innovative thought leaders leveraging proprietary technology to deliver comprehensive, configurable, and customizable servicing solutions. Our subject matter experts proactively partner with clients to maximize portfolio performance at a competitive price. Handles Manager’s Calls as needed.

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 miaka 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.

Additional responsibilities

matum 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.

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
• Goodнапример communication skills, both written and verbal
• Leadership experience and the ability to provide support and direction to develop and motivate a team दुन
• 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