Randstad Complaints Analyst /Customer Service - Immediate Hire - Norfolk in Norfolk, Virginia

Complaints Analyst /Customer Service - Immediate Hire - Norfolk

job details:

  • location:Norfolk, VA

  • salary:$15 per hour

  • date posted:Thursday, March 8, 2018

  • job type:Temp to Perm

  • industry:Administrative and Support Services

  • reference:S_622260

job description

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

Job Description

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


Professional Experience/Qualifications:

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

Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.