Description

The duty of the compliance manager is to ensure employees are following both GGR and client requirements. The compliance manager must stay up-to-date on all relevant laws and regulations surrounding commercial collections and consumer compliance, but also be able to integrate those updates into the company training program and conduct continuing training and day to day oversight.

The Compliance Officer in cooperation with relevant stakeholders will develop and implement compliance policies & procedures, assess issues and potential liabilities, ensure debtor/client complaints are handled properly and in a timely fashion, and ensure remediation of any issues when necessary.

These would include:

• A tracking mechanism to ensure agents are adhering to local, state, and governmental regulations. 
• Knowledge of licensing requirements for each state.
• Full knowledge of policies and procedures for all collection activities and debtor interactions as related to each of the company’s and client’s guidelines, rules and procedures. 
• A full discussion on policies and procedures in place for all activities relating to collection and debtor contact.
• Ongoing monitoring and auditing of agent/debtor communications for compliance adherence.
• Remediation, and tracking of remediation for any violations of compliance rules.
• Have complaint, dispute and fraud processes and tracking in place with policies and procedures. This includes processes to ensure you are properly capturing, addressing and responding to complaints, disputes and fraud claims in compliance with all laws, company and client polices and procedures.
• Pro-actively reviewing your accounts for proper status, bankruptcy, deceased, etc. while monitoring all active collection accounts for new notifications relating to these datasets. 
• Regarding content, your will keep and maintain a secure storage location for the information and media related to compliance and adhere to security requirements to securely pass content back and forth between you and your internal team or external vendors.

Daily Duties

These duties will evolve as the position evolves.

Remote Monitoring

· Live calls for compliance with all laws, company and client policies and procedures.

· Recorded calls for compliance with all laws, company and client policies and procedures.

· Documentation of violations and infractions of laws, policies and procedures, preparation of coaching documents and involvement of employee’s supervisor.

· Additional monitoring of any parties deemed to be at higher risk to ensure ongoing compliance.

Account Review

· Review accounts for accurate documentation from the recorded calibration.

· Review accounts for accurate status code usage based on calibration.

· Review of non-calibrated calls for proper workings including but not limited to:

*Gaps in work effort.

*Proper status labeling.

*Prompt activation.

*First email generation.

*Proper background research generation and documentation.

*Proper close request codes.

· 

Review of accounts under review for closure to ensure proper documentation on accounts.

Email Review

· Review of employee email to ensure compliant emails are being sent out.

· Review of employee email to ensure inbound email is properly documented per company requirements.

· Review of employee email to ensure proper follow up has been performed on received email.

This position is to work in concert with Collection Management and it the direct report to the Director of Operations.

Area of influence will be both Commercial and Consumer debt collections.

 Qualifications:

• 2 years of collection experience preferred
• Excellent telephone and customer service skills
• Working knowledge of Microsoft Office programs including Outlook, Word and Excel.
• Management Experience

Greenberg, Grant & Richards, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.