Job Description

If you are wondering why you should work for us, here is something to help you decide:

• Pay and Bonuses: Earn a competitive salary. All employees are eligible for uncapped commission or annual bonus incentives.

• Career Progression: Grow at MCM with paid training and development programs – including our very own MCM Academy – as well as a promote-from-within philosophy.

• Reward and Recognition: We are committed to honoring great results – ranging from informal accolades to formal company-wide awards and prizes like all-inclusive vacations.

• Tuition Assistance: Pursue a degree or coursework related to your current role, or the role you are striving for.

• Healthcare Insurance: Take advantage of comprehensive healthcare plans and options to ensure your continued health, plus fitness membership reimbursements, weight watchers, our wellness rewards Program and more.

• Volunteering Opportunities: Enjoy up to eight hours of paid time off each year to volunteer. We also offer volunteer grants and matching financial donations, up to US$ 2,500 per employee annually.

• Retirement Savings: Build a strong financial foundation and reach your goals for the future. With all the effort you invest in us, we’re proud to invest in you.

• New Family Support: Celebrate your new arrival with company paid leave, new parent flex time, and child back-up care options.

• Team-building: Enjoy experiences that inspire bonds with your colleagues through a wide range of company-sponsored team-building events, such as holiday celebrations and department outings.

• Work-Life Balance: Enjoy paid and floating holidays, as well as generous paid-time-off.

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.

The Lead CSS Specialist 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. The Lead CSS Specialist must have an ability to understand complex consumer issues and company processes, conduct root cause analysis, and appropriately document company records. The Lead CSS Specialist must identify and escalate concerns and articulate findings in a clear and concise manner. Excellent written and verbal communication skills are required.
The Lead CSS Specialist fosters an environment of confidence, partnership and collaboration within the team and other internal groups. The Lead CSS Specialist demonstrates maturity and professionalism when partnering with internal and external groups and is able to work across organizational boundaries. The Lead CSS Specialist must have excellent consumer focus, problem-solving skills and ability to provide appropriate solutions within tight timelines.
Responsibilities
Handle inbound/outbound phone calls and resolves escalated consumer complaints. 5%

Oversees and makes suggestions for improvements to daily automated and manual processes. 10%

Process administrative material and tasks. 5%

Track, investigate and prepare responses to consumer complaints. 75%

Train and mentor team members. 5%
Education

Required: High School Diploma

Preferred: Bachelor; Paralegal certification preferred

Language

Required: English



Experience

Required: 2+ years experience in Financial Services related industry. Proficiency with MS Office (particularly Excel). Excellent written and verbal communication skills.

Preferred: Customer Service or Clerical experience.

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!

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, protected veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application and/or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation at Talent@mcmcg.com.