Customer Advocacy & Complaint Specialist

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. 

The Customer Advocacy & Complaint Specialist position is located in our Buffalo, New York office and is responsible for handling escalated customer complaints and ensuring a white glove customer service experience is maintained. This is a highly visible role with room for advancement that focuses heavily on research, writing, and occasional customer outreach. 

***CFC offers a hybrid work schedule which includes three (3) core days in the office (Tuesday, Wednesday, and Thursday) and two (2) remote workdays (Monday and Friday)***

 Essential Functions:

• Handling of escalated complaints from customers via regulatory agencies.
• Assist with taking escalated agency complaint through to a successful resolution.
• Resolves complex customer complaints received in writing and drafting written responses to regulatory agencies.
• Provides white glove customer service to ensure that the customers are recognized properly and satisfied with the outcome to their issue, including some email and telephone outreach. 
• Interact with banks, agencies, and corporate executives as the customer advocate.
• Tracks complaints and complaint trends via case management software. 
• Conduct in-depth research into customer complaints to identify and implement effective resolutions.

The ideal candidate will have the following:

• Bachelor/associate degree or equivalent work experience.
• Minimum 3-5 years of high visibility customer care or financial services experience. 
• Proven experience in research analysis or investigative processes to identify and resolve complex issues.
• Excellent communication skills, written and verbal, with the ability to clearly communicate issues to all levels of management.
  
• Bilingual is a plus. 
• Excellent analytical and problem-solving skills with strong attention to detail.
• Proficiency in Microsoft Office (Word, Power Point, and advanced Excel).
• Team player and can collaborate with other teams in the organization.
• High level of interpersonal skills with demonstrated poise, tact, and diplomacy.
• Strong organizational skills and ability to prioritize workload to meet deadlines in a fast-paced environment.
• Ability to learn, understand and apply policies and guidance.
• Prior banking or financial services experience a plus.

Why Continental Finance?

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 financial institution, nor are we a debt originator or a credit card issuer.

CFC is an equal opportunity employer that is committed to inclusion and diversity. Our company provides equal employment opportunity (EEO) regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status.

CFC is seeking bright, energetic individuals that will help us grow and develop together! We uphold a promise to treat our employees with the same care and concern as we do our customers. We offer all employees competitive compensation and benefits in an exciting, fast-paced business casual environment. Join our growing team and apply online today!

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Salary : $50,000