Premiere Credit

Supervisor of Consumer Satisfaction

Job ID
1912
Department
Compliance
Type
Regular Full-Time
US-IN-Indianapolis

Overview

The Supervisor of Consumer Satisfaction (SCS) is responsible for all complaints received from consumers through any means, including but not limited to, written and verbal complaints from the consumer, Better Business Bureau, Attorney General Offices, Congressional Inquiries and CFPB.  The SCS will manage Premiere Credit’s CFPB portal as well as our internal complaint management system and will be responsible for ensuring all complaints are researched and responded to timely and accurately.  The SCS is also responsible for tracking and reporting compliance statistics to all levels of management and clients as required.

 

EEO/AA/M/F/Disabled/Vet

Responsibilities

Primary Job Function

 

  • Manage CFPB web portal and other third party complaints
  • Manage PCNA internal complaint management system
  • Supervise team responsible for preparing responses to consumer complaints and ensuring complaints are responded to in a timely manner
  • Determine appropriate internal actions based upon the results of the complaint investigation including contacting consumers if applicable
  • Recommend policy and procedural changes
  • Provide complaint data to all levels of management up to and including President and CEO and board members
  • Develop and provide ongoing compliance training for all staff
  • Monitor changes in legislation, policies or contracts that affect compliance
  • Responsible for monthly client compliance reporting

Secondary Job Function

 

  • Other duties as assigned

Qualifications

  1. EDUCATION
  • Some College preferred

 

  1. EXPERIENCE

 

PREFERRED:

  • Two years’ experience in collections or compliance, or an equivalent combination
  • Supervisory experience

 

  1. KNOWLEDGE, SKILLS and ABILITIES
  • High degree of organizational skills
  • Must be detail oriented with demonstrated high level of initiative and proven ability to work independently as required
  • Ability to work as a team player while maintaining objectivity and impartiality from other departments

 

       COMMUNICATION/TEAMWORK SKILLS

  • Excellent written and verbal communication skills

      

       TECHNOLOGY SKILLS

  • Preferred knowledge of FACS
  • Demonstrated knowledge of MS Word and Excel

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