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Resurgent Capital Services · 5 hours ago

Manager, Complaints & Regulatory Affairs

Greenville, SC

Full-time

Onsite

Mid, Senior Level

5+ years exp

Resurgent Capital Services is seeking a Manager for their Complaints & Regulatory Affairs team. The role involves managing the team, overseeing the resolution of escalated inquiries and complaints, and ensuring compliance with regulatory requirements.

Financial Services

Growth Opportunities

Responsibilities

Provide guidance and leadership to the Complaints & Regulatory Affairs team leading and mentoring individuals to develop and reinforce skills and effectiveness

Monitor all work queues to ensure work is distributed in an equitable and timely manner to ensure all deadlines are met. Continuously monitor daily reports to ensure tasks are completed or are progressing as expected. Address any issues with team and work to correct process and performance issues. These queues include all nature of Escalated Inquiries/Complaints, Hardship requests, Threat Response actions, Ask Compliance requests, General Compliance requests, Seller complaint reports, etc

Routinely review internal process audit findings of relevant processes to ensure responsible items are being properly investigated per established procedures and workflow is functioning as designed. Also review investigation and response efforts to ensure desired levels of quality and efficiency are achieved. Remediate as necessary

Perform manager review on escalated accounts as needed. Conduct risk assessment and use best judgment to determine appropriate account resolution

Interface and coordinate with members of Compliance, Legal, and other departments as necessary to ensure proper resolution of unique accounts

Regularly review process documentation for compliance, clarity, accuracy, and opportunity for improvement. Implement changes and improvements as required and ensure adequate communication and training of changes

Analyze performance-related data and trends in order to identify and implement process and training improvements. Lead and/or contribute to process improvement efforts depending upon project scope

Effectively manage resources, monitor staffing levels, and ensure completion of all training for self and staff as required

Provide regular constructive feedback and positive recognition to individual team-members

Monitor employee attendance and performance as well as perform all payroll-related functions

Ensure completion of all process steps in Performance Management cycle, including goal setting, continuous feedback, and performance reviews

Effectively communicate changes and performance achievements to staff

Lead the monthly Complaint Risk Committee (CRC) meeting and attend any other Compliance Management System (CMS) meetings as necessary to provide understanding or guidance on complex and nuanced complaint related issues

Qualification

Analytical skillsLeadershipBanking experienceConsumer finance experienceMS Office proficiencyRAP proficiencyOnBase proficiencySQL proficiencyCompliance knowledgeCommunication skillsOrganizational skillsTime managementAttention to detailIntegrityConfidentiality

Required

At least 5 years of related experience in banking and/or consumer finance, preferably with proven leadership/management experience

Strong leadership abilities including ability to motivate teams, effectively communicate (oral and written), organizational skills, time management, and attention to detail

Advanced analytical skills and process-oriented mindset

Excellent work ethic and unquestionable integrity

Ability to operate in high stress, potentially adversarial situations/conversations

Ability to maintain confidential information

Proficiency in MS Office applications (Word, Excel, PowerPoint, Outlook, SharePoint) and aptitude for learning new systems

Four-year college degree required