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Research/Remediation Associate

Aston Carter

This is a Full-time position in Irving, TX posted September 6, 2021.

Description:
Job Description: Current customers that have been affected from an internal or external problem.

Customer receives letter/check for their remediation, on that letter has this departments phone number to call with any questions.

•Inbound call queue
– take calls, own calls, may research info and call customer back.

•20-30/day

•Sometimes its back-to-back calls
– sometimes there’s a break of up to 30 min between calls.

•Follow policies and procedures every day
Responsible for responding to and/or researching and resolving escalated, high dollar, or high profile inquiries and complaints requiring special handling and that may have been forwarded by the management committee members, agencies, and/or business chain of command.

This may include a review of in-process, closed or cancelled single loan/credit exceptions, applications, claims, files and/or on-line transactions, individually or in aggregate, to determine if processes and documentation are in compliance with internal company requirements, contractual terms/conditions, insurer guidelines, investor requirements and/or government regulations or to perform remediation activities.

Functions evaluated may cover one or more of the following areas: underwriting, regulatory compliance, fraud, fair lending, and servicing.

Performs intake to determine appropriate course of action, conducting investigative steps to fully identify the issues, researching product information, terms, conditions, contracts, etc., creating correspondence as needed, processing complex and/or corrective transactions on-line (including monetary and non-monetary actions).

May communicate with others (including customers, merchants, clients, executives, agencies, regulatory/governmental representatives, bankers) to ensure resolution of matters.

Ensures identified risks and/or problems are clearly documented.

Has similar authorities as first tier supervisors to make override decisions; refers recommendations exceeding authority levels and/or items unable to meet resolution to top level management for review.

Other duties may include: project work related to remediation, performance of ongoing reviews as needed.

May generate reports and summarize results.

Typically performs team leadership and provides work direction.

Required Qualifications: 3+ years of customer contact experience in a financial services environment; or 2+ years of experience in one or a combination of the following: financial services operations, underwriting, quality assurance, or military; or an AA/AS degree or higher Desired Qualifications: Intermediate Microsoft Office skills Ability to navigate multiple computer systems, applications, and utilize search tools to find information Excellent verbal, written, and interpersonal communication skills
Additional Skills & Qualifications:

•2+ years of Auto CSR or Auto industry experience in some form (banking, insurance, etc.)

•Customer Service
– call center
– financial is a plus

•Documentation
– very important that everything is documented correctly

•Coachability

About Aston Carter:
Aston Carter is a distinguished global provider of recruitment and staffing services to companies requiring highly specialized business professionals.

As a Best of Staffing® Client and Talent leader, Aston Carter has an unrivaled commitment to delivering first class service to clients and business professionals across a variety of disciplines, including Accounting and Finance as well as Governance, Risk and Compliance.

With more than 60 offices across Europe, Asia Pacific and North America, Aston Carter provides local, regional and global expertise to drive value and meet our customers’ unique needs.

Aston Carter is a division of Aerotek.

Aerotek is an operating company of Allegis Group, a global talent solutions provider.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.