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Complaint Response Representative Job Description

Job Category Corporate Functions Job Location San José, Costa Rica
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About Us

We are more than a specialty finance company providing debt recovery solutions for consumers. We are a global team of over 4,000 employees whose daily mission is to empower consumers to begin their path towards financial recovery and build a better life for themselves and their families. We know that the only way to support this mission is by hiring exceptional people who bring a diversity of ideas, a collaborative spirit, and a passion for attaining breakthrough results.  If you are results-driven, have a passion for helping others, and thrive in an innovative environment, this might be the right place for you!

The Complaint Response Representative is responsible for investigating consumer complaints and providing company responses to regulatory complaints and other escalated matters. This role analyzes facts and prepares documents that meet internal and external deadlines and company quality standards. Must have an ability to understand complex consumer issues and company processes, conduct root cause analysis, and appropriately document company records. Must identify and escalate concerns and articulate findings in a clear and concise manner. Excellent written and verbal communication skills are required.


Track, investigate and prepare responses to consumer complaints.

Oversees and makes suggestions for improvements to daily automated and manual processes.

Process administrative material and tasks.

Identify and escalate issues that may be a risk to the company.

Perform other duties, as assigned. 5%


EDUCATION:  High School Diploma             FIELD OF STUDY: General Education

EXPERIENCE:  1-2 years’ experience in Financial Services related field


  • Excellent written communication skills
  • Ability to multi-task
  • Proficiency with MS Office products


EDUCATION:  Bachelor's                 FIELD OF STUDY:  Business or Related Field

EXPERIENCE:  2+ years in Financial Services or Legal related field

CERTIFICATION(S): Paralegal Certificate


  • Knowledge of FDCPA, FCRA or other regulatory training

What We Offer

We understand the important balance between work and life, fun and professionalism, and corporation verse community. We strive to support your career aspirations and provide the benefits you need to live a more fulfilling life.

Our compensation and benefits programs were created with an 'Employee-First Approach' focused on supporting, developing, and recognizing YOU.  We offer a wide array of wellness and mental health initiatives, support volunteerism, and environmental efforts, encourage employee education through leadership training, skill-building, and tuition reimbursements, and always strive to provide promotion opportunities from within.

All these things are just a small way to show our employees that we recognize their value, we understand what is important to them, and we reward their contributions.

Encore Capital Group and all of its subsidiaries are proud to be an equal opportunity employer and value diversity at our company. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status or disability status. Where applicable, will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application and/or interview process, as well as to perform essential job functions. Please contact us to request more details of the role at

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