Process and Control Analyst

Overview

Come join a growing financial technology company that’s leading the marketplace in both the marketing and servicing of credit cards! Continental Finance Company specializes in credit card options for those consumers with less than perfect credit. We are seeking a Process and Control Analyst I to support our Process and Control team.

The Process and Control Analyst I is responsible for investigating and resolving complex and sensitive service-related disputes involving credit card consumers; and monitoring various functions within the company to ensure consumer complaints/issues are handled appropriately and within specified time frames. In addition, the ideal candidate will perform analysis of audit findings and report these findings along with recommendations on improvements of the processes.

Essential Functions:

• Review reports daily to ensure proper Company procedures and Regulatory Requirements are followed for credit card servicing and inception, such as application approvals, declinations and resubmissions, adherence to the requirement of 25% first year max fee, Rewards, credit bureau reporting, Attorney Representation, SCRA and MLA adherence, billing statements, card issuance, letters, Dispute/Fraud/Lost & Stolen processing, workout programs, Interest calculation, fees billed and reversed, re-age of accounts, and Credit Protection enrollment & claims processing.
• Document non-compliant instances for correction by the Company.
• Review all processes within the company to ensure that all Regulatory and Compliance regulations are met in order to prevent litigation costs and regulatory/compliance fines and remediation.
• Investigate and analyze determinations on complex service-related disputes involving consumers to ensure compliance with credit card regulations, avoid litigation costs and promote consumer goodwill.
• Examine causes of customer disputes and initiate corrective action with third party vendor management team to improve customer relations.
• Analyze and recommend improvements in customer service policies, systems, programs and services.
• Participate in special projects for other departments within the Company.
• Complete Pre/post validation of all files for Company issued Change in Terms.
• Complete Pre/Post validation of all account files for Portfolios acquired by the Company.
• Analyze issues found during audits to determine root cause and resolution.
• Prepare deliverables for audits, review testing findings, and make recommendations for improvements.
• Review suspicious transactions and escalate to the Fraud department.
• Develop, review, and analyze the ongoing effectiveness of all audit programs, recommending changes and improvements as appropriate, to the Audit Manager.
• Assist the Process & Control Manager, AVP of Process and Control, and SVP of Process and Control with other ad hoc projects.
• Perform other duties as assigned.

The ideal candidate will have the following:

• Minimum 2 years of customer service experience.
• College Degree required.
• Previous banking experience preferred.
• Previous Process and Control experience a plus but not required.
• Excellent oral/written communication, organization, and customer relationship skills
• Ability to multi-task, work in a team environment and take direction from management
• Excellent problem-solving and analytical skills
• High attention to detail
• Strong knowledge of Microsoft Word, Excel and PowerPoint.

Continental Finance Company (the “CFC”) is one of America’s leading marketers and servicers of credit cards for consumers with less-than-perfect credit. Since our founding in 2005, we have prided ourselves on corporate responsibility to customers in terms of a strong customer support program and fair treatment. With our success, we have also grown into an innovative financial tech company! With a state-of-the-art consumer marketing and servicing platform, we provide a variety of services to consumers when other financial institutions will not accommodate them.

With more than 2.6 million credit cards managed and serviced since our founding, we pride ourselves on putting the customer first. We are not a chartered banking…