Description
Job Summary
The Consumer Resolutions Group is tasked with ensuring the management and oversight of complaints, disputes, and other support services functions in compliance with all client, legal and regulatory requirements with a focus on creating a positive customer and client experience. This position will provide status reports to the Consumer Resolutions Group Leads.
Essential Duties
- Maintain knowledge of financial industry laws and regulations and client requirements.
- Coordinate and communicate with many internal and external groups, i.e. Legal, Compliance, Internal Audit, Operations, and clients and customers.
- Respond to client correspondence
- Respond to customer complaints via written correspondence
- Handle client and production e-mail inquiries
- Handle client reporting
- Manage e-mail box for CRG
- Performs other duties as assigned
Competencies
Organization
- Decision Quality – Making good and timely decisions that keep the organization moving forward.
- Drives Results – Consistently achieving results, even under tough circumstances.
- Communicates Effectively – Clearly communicates messages through appropriate channels and listens to understand and respond.
- Being Resilient – Rebounding from setbacks and adversity when facing difficult situations.
- Self-Development – Actively seeking new ways to grow and be challenged using both formal and informal development channels.
Position Specific
- Foster Teamwork - Build relationships with client and internal teams to support applicable client(s).
- Manage Change – Ensuring requested and needed changes are properly and timely implemented. Identifying efficiency opportunities for requested and needed changes.
- Manage Self Performance – Set clear goals and expectations for oneself, enlist feedback from others to ensure these are in alignment with ARS’s goals and expectations.
- Interpersonal Awareness - The ability to notice, interpret, and anticipate others' concerns and feelings, and to communicate this awareness empathetically to others. Able to flex to a variety of communication styles to foster diplomacy and makes others feel comfortable.
- Results Oriented - The ability to focus on the desired result of one's own or one's unit's work, setting challenging goals, focusing effort on the goals, and meeting or exceeding them.
Technical and/or Functional Skills & Knowledge
- Experience with MS Excel and Outlook
Qualifications:
- Must be flexible regarding scheduling in order to meet the needs of the team
- High school diploma required
- Must be able to successfully pass ARS’s background investigation.
Work Environment
While performing the duties of this job, the employee may be seated continuously and sedentary the majority of the workday. This position is currently work from home. This position routinely uses standard office equipment such as computer, headset, and voice over IP.
Physical Demands
The physical demands described here are representative of those which must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is continuously required to use hands and fingers to handle, feel or operate office equipment such as computers and headsets; and have moderate reach with hands and arms. The employee is regularly required to talk and hear, sit and see in order to perform close-up computer work and voice over IP equipment, and requires close-up vision and color recognition.
Reasonable Accommodations
Reasonable accommodations may be provided by ARS National Services Inc. to enable individuals with disabilities to perform essential functions, as defined per Company policy.
