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Who are we?

DCM Services provides specialized receivable solutions to our clients. Our culture is what sets us apart from other competitors in the industry. We’re committed to hiring a diverse workforce to contribute to driving our organization forward. Diversity drives creativity, new ideas, innovation, and industry excellence. We also stress the importance of a healthy work-life balance. The well-being of our employees comes first.

In this role, this individual will be responsible to thoroughly investigate customer concerns and the resolution thereof, including root cause analyses and facilitate and implement appropriate action plans. Additionally, this individual will provide audit information to management on an on-going basis by researching and analyzing data; preparing and distributing reports.

In this role, this individual must be able to demonstrate the behaviors and skills described below and must be able to perform a variety of duties which may include but not limited to:

Primary Responsibilities include but are not limited to:

• Acknowledges receipt of complaints and other adverse items, logs them accurately and on time and notifies appropriate parties promptly.
• Investigates all actions on accounts subject to complaints, looking for compliance issues and opportunities for improvement and coordinates work of others investigating.
• Completes a minimum of fourteen (14) complaints daily on average.
• Assists Sr. Compliance Specialist(s), Compliance Specialist II and/or the Training Department in the delivery of existing training related to complaint management related topics.
• Resolves issues and provides an explanation to client or others as necessary within time restrictions.
• Works with other departments to ensure implementation and completion of action plans.
• Builds strong allegiances with other departments to resolve issues and deliver on results.
• Makes repeated attempts to accomplish objectives despite resistance, skepticism, or poor performance from others.
• Demonstrates concern for quality and compliance.
• Assists in keeping accurate, complete and up-to-date logs and ensures logs are distributed in a timely manner.
• Promote and nurture the highest standards of professionalism, ethics and compliance.
• Understand and adhere to Company information security and privacy responsibilities as detailed in the Information Resource Usage Policy, Employee Manual and client-specific publications.
• Other duties as assigned.

Skills/Experience:

• Prior experience working in a customer service call center environment preferred.
• Prior experience working within a regulated industry preferred.
• Previous compliance and collection experience preferred.
• Ability to analyze data, looking for trends and finding ways to summarize and report findings.
• Excellent oral, written and interpersonal communication skills.
• Intermediate level of knowledge/expertise with PC hardware and software (Word and Excel).
• Ability to work independently and collaboratively.
• Highly organized, detail oriented with a level of accuracy.
• Must be able to actively listen to calls for long periods of time and effectively communicate and disseminate feedback to Managers.
• Effective time management skills.

Education:

• High School Diploma or GED
• Associates or Bachelor’s degree preferred