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Complaints Rep

Genesis Financial Solutions, Inc.

This is a Full-time position in Akron, OH posted March 31, 2021.

Join the nation’s leader in second-look finance servicing as our Customer Resolution Specialist!***This job is temporarily REMOTE in Akron,OH***SummaryOur Customer Resolution Specialist will perform timely reviews of all actions taken on accounts where complaints have been received.

Complaints are shared in a variety of methods, i.e.

formal letter, email, phone call, forwarded from senior leaders, etc.

You will document findings and assist with complaint resolution both verbally and in writing and in a manner that deters additional escalation.

You assist with developing quantitative written findings to be shared with senior management, bank representatives, compliance, operations management, etc.; including recommendations for system improvements, training enhancements, resource updates, etc.

driving towards improved overall customer experience.As our Customer Resolution Specialist you will:+ Review and assess account documentation to determine root cause of complaint.+ Review and assess any escalated situations to determine the best resolution.+ Communicates deadlines and productivity goals to team members.+ Maintains a high standard of performance.+ Communicates team goals and identifying areas for new training or skill checks.+ Monitor all telephone calls between customers and associates, providing a written recap of conversations.+ Document complaints/review results/opportunities/potential resolutions and monitor key trends in associates’ activities.+ Analyze data for trends or areas of business risk and customer experience.+ Assist with account resolution by contacting the customer directly, over the phone and in writing, providing a positive overall customer experience and ensuring complaint resolution.+ Assists management with new team member training.+ Assist management team in implementing new policies and/or procedures.+ Perform other duties as assigned.Requirements:+ Extensive knowledge of collections and customer service practices.+ Experience with third party collections preferred.+ Extensive knowledge of the FDCPA.+ Excellent written and oral communication skills.+ Excellent decision-making and problem-solving skills.+ Strong interpersonal skills.+ Must maintain a high level of professionalism and confidentiality at all times, in all situations.+ Ability to communicate effectively with all levels of management and staff.+ Ability to work independently.+ Proficient in MS Word and Excel.+ Ability to work various shifts.+ High attention to detail.+ High school diploma or GED.About GenesisGenesis Financial Solutions is one of the nation’s largest non-prime credit card servicing businesses.

We serve almost 3 million consumers through two channels: Private Label Credit Card Servicing and direct-to-consumer MasterCard options that we service on behalf of our issuing bank partners.

We specialize in second-look finance servicing for consumers who are turned down by a prime lender, yet are just slightly below the prime threshold.

We are a company of seasoned consumer finance professionals who believe that everyone deserves the opportunity for both quality credit financing, and the chance to rebuild their credit.

With our help, non-prime consumers can buy quality products and services without depleting their savings account.Genesis Financial Solutions is an equal opportunity employer (EEO).Job ID: 2021-1590External Company Name: Genesis Financial Solutions, Inc.External Company URL: enesis-fs.comStreet: 395 Ghent Rd