Randstad Complaints Analyst /Customer Service - Immediate Hire - Norfolk in Norfolk, Virginia
Complaints Analyst /Customer Service - Immediate Hire - Norfolk
salary:$15 per hour
date posted:Thursday, March 8, 2018
job type:Temp to Perm
industry:Administrative and Support Services
The Complaint Analyst is responsible for reviewing and investigating complaints initiated by customers and oversees the complaint response process to facilitate timely resolutions and responses. The Complaint Analyst works within the guidelines of the the company's complaint procedures to ensure compliance with Consumer Financial Protection Bureau (CFPB), Fair Debt Collections Practices Act (FDCPA) and other applicable regulatory guidelines as they relate to complaint handling processes
Conducts complaint investigations and associated tasks to ensure complaint investigations are thorough, investigation conclusions are appropriate, appropriate procedures are followed and complaint investigations are conducted and closed in a timely manner.
Reviews & identifies the root causes of complaints and works with the applicable operational departments such as: Quality Control and Operations to ensure an appropriate resolution.
Responds directly to customers when necessary to investigate and resolve complaints.
Completing day to day complaint handling operations as directed by Management.
Assist in development of training materials and process enhancements related to complaints management
Analyzes trends in consumer complaints and manages trending report for Management review and for historical performance
Manages process logging changes to business practices based on trending complaint data and summarizes this data for Management review
Works in accordance with company guiding principles, policies and procedures
Working hours: Monday through Friday, 8:00am to 5:00pm
Associates Degree or higher
1-3 years Customer Service and Complaint handling experience
Proficiency with Microsoft Office business software and use of information databases
Proven ability to communicate effectively; orally and written
Service oriented attitude and ability to exercise sound business judgment
Ability to maintain confidentiality and discretion in business relationships
Proven ability to work and maintain a positive environment with peers, management and customers.
Requires proficiency in understanding and applying applicable elements of Fair Debt Collection Practices (FDCPA) and Fair Credit Reporting Act (FCRA) for tasks performed
Able to define problems, organize and collect data, establish facts and draw valid conclusions
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