Consumer Affairs Advocate
TSI
Centris, Quezon City, Philippines
35d ago

Transworld Systems, Inc. is an industry leader for over 40 years, in providing business process outsourcing services including accounts receivable management, customer relationship management and back office services for a diversified customer base.

Our 60,000 clients are empowered to successfully address immediate business needs, while facilitating long-term growth across the entire customer lifecycle.

Principal Responsibilities

  • Address compliance concerns to ensure that consumer, government agency, and regulatory agency concerns and complaints are reviewed, researched, and responded to in adherence to company, client and regulatory requirements policies.
  • Process and handle complaint letters, regulatory complaints, lawsuits and Attorney Demand Letters through working directly with clients and company offices to resolve issues in order to restore or maintain consumer and client satisfaction.
  • Assist with development of compliance policies and procedures to prevent illegal, unethical or improper conduct.
  • Review, evaluate, and identify compliance issues and concerns, and develop solutions to avoid or resolve situations.
  • Investigate, address, and respond to any alleged illegal, unethical, or improper conduct performed by the company or one of its subsidiaries’ employees.
  • Collaborate with legal counsel to contend with queries relating to Consumer Affairs issues, regulatory complaints, Attorney Demand Letters, and lawsuits filed against the company or one of its subsidiaries.
  • Coordinate interviews between outside legal counsel, managers, and collectors in response to lawsuits filed against the company or one of its subsidiaries.
  • Manage submissions of information required by, and respond to, regulatory subpoena requests.
  • Monitor and report progress, status, and / or results of Consumer Affair issues to Sr. Management.
  • Address and provide resolution to escalated complaints and complex Consumer Affair issues.
  • Responsible for reviewing lawsuits, Attorney Demand Letters, and / or Regulatory complaints, summarizing account notes, and responding to allegations against the company or one of its subsidiaries.
  • Understand company / client policies and procedures in order to review account notes to determine if any misconduct was performed by a representative.
  • Identify errors and provide details of daily account notes to legal counsel. Assist in procedure implementation process to avoid circumstances from reoccurring and correct errors made.
  • Prepare forms detailing account notes and provide summaries and back up documentation to outside Attorneys defending against pending lawsuits, Attorney Demand Letters, and / or Regulatory complaints.
  • Provide guidance to all levels of Consumer Affairs Representatives.
  • When requested, assist with Consumer Affairs Representatives’ workload as needed.
  • Knowledge, understanding, and compliance with all Federal and Local laws and regulations.
  • Knowledge, understanding, and compliance with the Company’s policies and procedures.
  • Make recommendations to implement improved processes.
  • Provide feedback to management concerning possible problems or areas of improvement.
  • Perform other duties as assigned by management.
  • Qualifications

  • Bachelor’s Degree or equivalent in relevant work experience.
  • 2 years related work experience required. 3+ years related work experience preferred.
  • Ability to maintain the highest level of confidentiality.
  • Ability to define problems, collect data, establish facts, and draw valid conclusions to prioritize and work in a multi-tasked environment.
  • Ability to adapt to a flexible schedule.
  • Proficient personal computer skills, including Microsoft Office.
  • Excellent interpersonal, written, and oral communication skills.
  • Ability to work in a team fostered environment.
  • Work Environment

  • Office environment.
  • Ability to lift and / or move 20 pounds with or without accommodation.
  • Ability to travel.
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