Complaints Specialist II

Resurgent Capital Services; Greenville (SC); On-site; USD 50,000 - 70,000; Full time

Job summary

Resurgent Capital Services in Greenville, South Carolina, is seeking a Compliance Specialist II to manage consumer complaints and regulatory inquiries. This role involves drafting responses, conducting investigations, and ensuring compliance with relevant statutes such as FDCPA and HIPAA. Candidates should have 1-2 years of relevant experience and strong communication skills. A four-year degree is preferred, but not required. The position supports a detailed and organized approach to compliance efforts.

Qualifications

• At least 1-2 years of relevant work experience in compliance or debt collection.
• Knowledge of FDCPA, FCRA, UDAAP, and HIPAA regulations.
• Ability to operate in high stress situations.

Responsibilities

• Draft and investigate responses to complaints.
• Act as a liaison with regulatory agencies.
• Conduct detailed research and investigation into inquiries.

Skills

Complaint investigation

Regulatory compliance

Strong written and verbal communication

Analytical skills

Education

Four-year degree

Tools

Excel

Word

Job description

The Compliance Specialist II logs, investigates, and responds to Complaints and Formal Inquiries from consumers and federal and state regulators. This position reports to the Manager of Complaints & Regulatory Affairs.

• Draft accurate and persuasive responses to complaints received.
• Ability to assist with reviewing and approving responses.
• Understand and apply statutes and regulations, including but not limited to the FDCPA, FCRA, and HIPAA.
• Contribute to the continuous improvement of work processes, standards and guidelines.
• Conduct detailed research and investigation to resolve CFPB, AG, BBB and other Inquiries in accordance with legal statutes and regulations.
• Participate in routine team reviews of proposed actions to be taken in complaint resolution. Provide critical feedback to peers and respond to feedback from peers and from the Senior Specialist.
• Investigate and determine appropriate decision based on Resurgent’s hardship process.
• Act as a liaison for Resurgent Capital Services with regulatory agencies and servicers regarding complaints and formal inquiries.
• Investigate and respond to privacy requests and other state agencies' requests.
• Assist in tracking causes of complaints and maintaining the complaint database.
• Handle questions from AskCompliance, GeneralCompliance inbox and other sources as required.
• Assist with projects as necessary or tasks identified by management.
• Provide training as necessary.
• Coordinate remediation efforts with other departments, relay observations and concerns and work directly with them to develop viable solutions to issues identified during complaint investigation.
• Conduct investigation into issues identified as a risk and able to discuss issue with various Resurgent departments, servicers, courts, law firms,or other.
• As required, assist in developing reports for Compliance.

Skills & Qualifications

• At least 1-2 years of relevant work experience
• Relevant work experience in any of the following areas is a plus: Resurgent Capital Services, debt collection, compliance, complaint department, law firm.
• Knowledge of collections processes and legal statutes/ regulations, including but not limited to the FDCPA, FCRA, UDAAP, and HIPAA.
• Previous experience with CFPB, BBB, AGO, or other regulatory agencies is a plus.
• Strong desire to “get to the bottom of an investigation” and can quickly identify whether processes were followed.
• Competence in Excel and Word applications.
• Ability to operate in high stress, potentially adversarial situations/conversations.
• Strong written and verbal communication skills required to communicate effectively with external and internal parties.
• Ability to learn quickly and perform many different tasks.
• Detail-oriented, analytical, and extremely organized.
• Self-starter and willing to present process issues to management and/or executive personnel.

Educational Requirements

• Four-year degree strongly preferred, but not required