Compliance Analyst, Complaints

Overview

Curo is a leading consumer credit lender serving U.S. and Canadian customers for over 25 years. Our roots in the consumer finance market run deep. We’ve worked diligently to provide customers a variety of convenient, easily accessible financial services. Our decades of diversified data power a hard-to-replicate underwriting and scoring engine, mitigating risk across the full spectrum of credit products. We operate under a number of brands including Cash Money®, LendDirect®, Heights Finance, Southern Finance, Covington Credit, Quick Credit and First Heritage Credit.

Responsibilities

Overview:

In this role, you will be responsible for receiving, reviewing, analyzing, and investigating customer complaints, identifying potential issues, determining appropriate actions based on company policies and regulations, and communicating resolutions to both the complainant and relevant internal teams, often with the goal of identifying trends and recommending improvements to prevent future complaints.

 

What you will be doing:

• Review and evaluate written consumer complaints and company responses to complaints to ascertain whether the company has acted fairly and in accordance with company policies, laws and regulations and to assure that the consumer has been treated properly in accordance with these.
• Maintain expert level knowledge of the Consumer Complaint Program and applicable processes and procedures
• Investigate complaints received from state, or Federal regulatory agencies, or State Attorneys General offices related to any product or service are handled by the Compliance Department within the period prescribed
• Escalate complaints as appropriate involving allegations of harm from unfair treatment or discrimination, or other potential legal or regulatory issues
• Complete written response to complaints filed with federal and state agencies, and as applicable, for complaints which originated through other channels
• Perform root-cause and trend analysis of complaints to identify potential systemic issues and drive any necessary changes or improvements to Curo’s practices as appropriate, including retrospective corrective action and consumer remediation if necessary
• Prepare comprehensive reports regarding complaint volume, timeframe, response due date, the complaint type, and other trends
• Update all complaint activities and supporting documentation within the applicable systems of record

Qualifications

What you should have:

• Bachelor degree, or equivalent work experience
• Knowledge of complaint metrics, data and reports
• Ability to perform root-cause and trend analysis
• Excellent critical thinking skills
• Excellent verbal and written communication skills
• Proficient use of computer programs and software
• Ability to establish and maintain effective working relationships
• Demonstrated ability to manage multiple activities and tasks
• Regulatory and/or complaint management knowledge and skills

Base Salary: $47,500 - $70,000

 

The base salary range represents the low and high end of the anticipated salary range for this position based on the U.S. average. The actual base salary offered for this full-time position will be determined by various factors, including but not limited to, location, skills, knowledge, competencies, and experience.

 

All full-time salaried employees are eligible for the following benefits, starting on day one: Flexible Paid Time Off Program, Medical, Dental, Vision, Life Insurance, Disability, and other voluntary coverages. You will also be eligible to participate in our 401k program, starting on the first of the month following 30 days of employment with a company match.

 

This employer participates in E-Verify for US-based hires.

EEO Statement

CURO Supports Equal Employment Opportunity. CURO (dba Cash Money®, LendDirect®, Heights Finance, Southern Finance, Covington Credit, Quick Credit, and First Heritage Credit) is committed to a policy of providing equal employment opportunity to all qualified employees and applicants. This commitment is reflected in all aspects of our daily operations. We do not discriminate on the basis of race, color, sex, religion, national origin, marital status, age, disability, veteran status, or genetic information in any personnel practice, including recruitment, hiring, training, compensation, promotion, and discipline. Additionally, we do not discriminate based on any other characteristic protected by applicable state/provincial or local law where a particular employee works. In addition, it is the policy of CURO to provide reasonable accommodation to quali