Customer Relations Specialist

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Full Time Soaren Management LLC - NV, Las Vegas, NV, US

7 days ago Requisition

Salary Range: $40,000.00 To $60,000.00 Annually

The Customer Relations Specialist is responsible for resolving complex customer issues that require investigation, compliance review, and cross-functional coordination. This role focuses on protecting the company's reputation, ensuring regulatory compliance, resolving escalated customer concerns, and supporting legal and operational processes.

The Customer Relations Specialist is expected to manage the following responsibilities, with the majority of their time dedicated to case investigations and escalated customer issue resolution.

• Process bankruptcy notifications and related account updates.
• Investigate customer complaints involving Trigger Words and determine appropriate next steps.
• Complete Inquiry Dispute tasks.
• Review and respond to customer escalations received through various channels.

• Review Cease and Desist documents.
• Process subpoenas and other legal documentation.
• Maintain Soaren's documented compliance expectations.
• Ensure all cases are documented accurately and meet company and regulatory requirements.
• Respond to disputes submitted by organizations such as the Better Business Bureau, government agencies, and other regulatory entities.
• Review and respond to positive and negative Trustpilot reviews using approved company guidelines.

• Monitor and respond to assigned email inboxes and chat channels.
• Complete required documentation and follow-up activities.

• 2+ years of experience in customer relations, complaints resolution, collections, or compliance support within a financial services, lending, or contact center environment.
• Experience handling escalated customer issues that require investigation, documentation, and cross-functional coordination.
• Working knowledge of consumer protection regulations relevant to lending and collections (e.g., FDCPA, TCPA, bankruptcy notifications), or demonstrated ability to quickly learn and apply regulatory requirements.
• Experience reviewing and processing legal documentation such as subpoenas, cease and desist notices, or bankruptcy filings, or strong aptitude to learn these processes.
• Strong written communication skills, with the ability to draft clear, professional responses to customers, regulators, and third-party organizations.
• Demonstrated ability to manage a high-volume caseload while maintaining accuracy and meeting SLA targets.
• Proficiency with case management systems, email, and chat platforms.

• Experience responding to complaints submitted through the Better Business Bureau, state or federal regulatory agencies, or consumer review platforms (e.g., Trustpilot).
• Experience partnering with Compliance, Legal, or Quality Assurance teams on escalated or sensitive cases.

• Case production (cases completed).
• SLA adherence.
• Case quality and documentation accuracy (QA).
• Timeliness of case resolution.
• Quality of written customer communications.

Soaren is committed to delivering exceptional customer experiences through innovation, operational excellence, and a people-first culture. We invest in our teams, our technology, and our partnerships to ensure every customer interaction reflects our values. Join us and help shape the future of customer operations.

Soaren Management provides customer-centric alternative lending solutions in consumer markets via proprietary underwriting and loan management systems. With multiple verticals in the financial services industry, Soaren excels in customized portfolio management, software development, customer service, telecommunications, automated application processing, and asset recovery.

We have built top of the line proprietary software platforms to…