Customer Contact Center Representative

About The Business
LexisNexis Risk Solutions is the essential partner in the assessment of risk. Within our Business Services vertical, we offer a multitude of solutions focused on helping businesses of all sizes drive higher revenue growth, maximize operational efficiencies, and improve customer experience. Our solutions help our customers solve difficult problems in the areas of Anti-Money Laundering/Counter Terrorist Financing, Identity Authentication & Verification, Fraud and Credit Risk mitigation and Customer Data Management. You can learn more about LexisNexis Risk at the link below,

About Our Team
Special Operations Team
: The Special Operations team currently consist of 9 agents who handles high volume complaints from various agencies like CFPB, BBB, AG, and Insurance Commissioners, also processes trafficking disputes, threats to sue, and requests for descriptions of procedures.

About The Role
Provides timely responses to customer inquiries by telephone and/or email in an in- or outbound service center, consistent with service and quality standards. Processes customer orders, bills and accounts, and applications for service, maintenance and termination. Troubleshoots and resolves customer complaints. Requires specialized skills or is multi-skilled developed through job-related training and considerable on-the-job experience. Completes work with a limited degree of supervision

Responsibilities

• Consistently adhere to Service levels, Production, Quality and Compliance SLAs
• Identify instances of fraud and investigate fraudulent activities
• Responsible for putting together documentation
• Handle all high-level regulatory consumer escalated complaints including Better Business Bureau (BBB), Consumer Financial Protection Bureau (CFPB), Attorney General Offices (AG), and all other regulatory agencies
• Demonstrate ownership from assigned work from internal/external partners, report on current trends and communicate with various stakeholders at different levels throughout the organization

Requirements

• 3+ years in regulatory and or/ compliance operations
• Professionalism
• Regulatory and/or Compliance experience
• Communication and Analytical Skills
• Ability to handle complex escalations, conduct research and articulate finding clearly
• Ability to manage high-volume, high-priority caseloads with accuracy

U.S. National Base Pay Range: $39,600 - $66,100. Geographic differentials may apply in some locations to better reflect local market rates. We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer to our US full- and part-time employees working at least 20 hours or more per week:

• Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits
• Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan
• Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs
• Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity
• Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits
• Health Savings, Health Care, Dependent Care and Commuter Spending Accounts
• In addition to annual Paid Time Off, we offer up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice