Agency Resolutions Specialist

About the Company

Netspend Corporation is a global, vertically-integrated financial services and technology company dedicated to the delivery of innovative financial empowerment solutions to consumers worldwide. Netspend's financial products and services span prepaid, debit, cross-border payments, and loyalty solutions for consumers and enterprise partners.

Netspend provides prepaid and debit account solutions that connect customers with secure, convenient access to global payment networks so they can manage their money and make everyday purchases. With a nationwide U.S. retail network, customers can purchase and reload Netspend products at 130,000 reload points and over 100,000 distributing locations.

Since our founding in 1999 by industry pioneers, Netspend products have processed billions of dollars in transaction volume and served millions of customers worldwide. The company is headquartered in Austin, Texas with employees worldwide.

The Agency Resolutions Specialist is strategically positioned to decrease customer frustration and effectively address escalations that have been directed to regulatory agencies. Functioning within the Partner Operations Team, this role is critical for both the smooth operation of processes and achieving high levels of customer satisfaction. Integral to this position is the support of brand reputation, which is accomplished through specific initiatives and dedicated efforts.

• Monitor, research, and draft responses to consumer complaints received from third-party agencies, including but not limited to the CFPB, OCC, and state Attorneys General
• Oversee and make suggestions for improvements to daily automated and manual processes
• Improve administrative material and task management via better workflows, streamlined processes, training, technology, communication, data management, and defined roles
• Identify and elevate issues that may be a risk to the company
• Perform other duties, as assigned
• Social Media Presence:
  Actively respond to customer inquiries on social media platforms and ensure issue resolution
• Online Reviews:
  Monitor and address reviews on platforms like Google, Trustpilot, Site jabber, and the Better Business Bureau, as well as complaints on consumer boards
• Customer Service Support:
  Provide timely assistance via social media for customers experiencing difficulties with traditional support channels and elevate serious complaints to customer service leadership

• Education:
  
  High school diploma, Some College or equivalent experience
• Preferred: 1-2 years in Financial Services or Legal related field
• Excellent written communication skills
• Knowledge of FDCPA, FCRA, or other regulatory training
• Experience handling complaints in a regulated environment
• Excellent listening skills and ability to build rapport with customers
• Excellent attention to detail, with a proactive and can-do approach to problem-solving
• Ability to multitask
  
  Proficiency with MS Office and GSuite products

• If you are bilingual (Spanish speaker)