The Compliance Consultant role is a prevention position to focus on all compliance objectives within the Contact Center Support Team and, by extension, the entire Customer Experience department. This role works closely with Legal and Compliance to ensure that the teams are up to date with all compliance regulations, our general procedures, and CFPB regulations. This role also conducts audits and monitors of process and procedures.
Lead the Customer Experience Department on all compliance related questions and issues. Partner with Legal and Compliance Team as needed to review and clarify internal policies and procedures align with Compliance recommendations Maintain general policies & procedures of entire Customer Experience group and ensure compliance with company policy as well as external legislation & regulation Assume responsibility for all CFPB documentation and tracking within the Customer Experience Department Maintain our Internal Control Matrix and ensure proper procedures are in place. Lead efforts for all internal audits Perform other related work as assigned by the Regulatory Compliance Team Management Work with Training to ensure all training courses and documentation are written in the same manner and in agreement to the CFPB regulations Represent business team in Compliance-related sub-committee meetings as needed Provide Compliance 360 Reporting Partner with trainers to conduct (when possible) all new hire and departmental trainings including curriculum design, needs analysis, and facilitation pertaining to compliance related activities. Serve as the primary point of contact for Compliance 360, communicate feature enhancements and process changes to the floor Build cohesive and productive working relationships with Legal & Compliance, Customer Experience Leadership teams and floor representatives Review and respond to SCRA requests Respond to all Attorney General, Better Business Bureau and CFPB written complaints, working closely with Compliance to ensure accuracy and consistency
Project Management Knowledge of the CFPB rules and regulations
One to three years of relevant experience required Two to three years of Contact Center Support team and/or Customer Experience Center experience
High school diploma / GED
Customer Service focused Takes initiative Accomplishes goals Demonstrates commitment Analyzes problems and provides solutions Displays professional integrity Self-motivated Multi-tasking Makes sound decisions Excellent time management Proficient in Microsoft Office products Word, Excel, PowerPoint, and Outlook, DM, Compliance 360 and Legacy systems Familiar with Microsoft Access Customer Focus Communication skills Problem solving skills Analytical skills Computer savvy Integration - joining people, processes or systems Influencing and negotiation skills Resource management
We are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.