Spring Oaks Capital
Position Overview
The Compliance Manager is responsible for the complaint review and quality assurance call listening processes across the organization. The Compliance Manager will lead a team of agent level employees that perform monitoring activities and assess the quality of the performance of our Resolution Specialists. The Compliance Manager is accountable for analyzing data sets to identify trends and providing monthly summaries of results, including successes and areas of opportunities. The Manager will also be responsible for conducting team performance evaluations, planning, assigning, prioritizing, and delegating work when appropriate, as well as interviewing, hiring, and training new team members.
Overview of Responsibilities
Manage and lead a team responsible for monitoring complaints and call listening, as well as other communication channels, to ensure company interactions comply with all Federal, State and Local laws and regulations, as well as company policies and expectations.
Provide coaching, trending and feedback to improve quality performance.
Analyze results in order to communicate areas of opportunity and potential compliance exceptions to Operations Managers and company leadership.
Lead monthly calibration meeting with leaders of the company to ensure consistency in expectations and scoring for both complaint review and quality assurance processes.
Actively participate in team meetings and projects to discuss and create innovative ways to improve the department.
Leverage speech analytics software and call listening platforms to mitigate risk in communication channels.
Build partnerships across the company to drive compliance culture.
Manage employees responsible for monitoring activities, including interviewing, hiring, training employees, planning, assigning, directing work and appraising performances.
Perform other duties as assigned.
Required Skills, Knowledge, and Experience
Thorough understanding of Federal and State laws related to the collection industry, including but not limited to the Fair Debt Collections and Practices Act (FDCPA) and Fair Credit Reporting Act (FCRA).
Strong communication, time-management, interpersonal skills, and high attention to detail.
Ability to change direction quickly based on prioritization of assignments.
Proven ability to analyze data sets to identify trends.
Ability to handle multiple projects and tasks simultaneously while meeting deadlines.
Experience with call listening and speech analytics software, including leveraging software to develop exception reporting.
Intermediate/advanced knowledge of Microsoft Excel.
Ability to manage and lead a team in a hybrid work arrangement.
Excellent verbal and written communication skills with strong listening comprehension skills.
Experience and Education
High School Diploma or equivalent (Required)
Collections experience
Previous experience in Quality Assurance
Experience as a Team Lead or Manager
Available for travel, expected to be less than 5% per year if necessary
Physical Requirements
Prolonged periods of sitting at a desk and working on a computer in an office environment
Benefits
Medical/Dental/Vision*
Life*
STD/LTD*
Holidays*
FSA/HSA
Paid time off
401(k) with match
* Company Paid
Pay
$65,000.00 – $75,000.00 per year
Equal Employment Opportunity
Spring Oaks Capital, LLC is proud to be an equal opportunity workplace. All qualified applicants will receive consideration for employment without regard to age, sex, ancestry, race, religion, gender identity, genetic information, marital status, national origin, disability, protected veteran status, sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.
To apply for this job email your details to bwaites@springoakscapital.com