Position Summary:

Central Research is seeking a Compliance Manager for immediate hire to oversee quality assurance representatives that support our Federal Government contract.

The Compliance Manager is responsible for overseeing the compliance program and upholding applicable laws and regulations with regard to debt collections. The Compliance Manager is also responsible for assuring the professionalism and timeliness of the response to consumers, quality assurance, and customer satisfaction.

Responsibilities & Duties:

• Responsible for overseeing call monitors, process and procedural audits, and ensure our staff is upholding the rules and regulations set by the Company and client
• Report compliance issues to management
• Plays a key role in ensuring that the organization’s ED department complies with all federal, state, and local laws and regulations relating to debt collection
• Ensures client contractual regulations are met
• Manage team to conduct audits and call monitoring to ensure compliance and customer service
• Prepare and distribute call monitoring/audit reports on a weekly and daily basis
• Listen to calls in question for management assessment and feedback while providing areas of opportunity
• Process and respond to call monitoring appeals and inform the operational managers of call monitors of non-conformity with detailed report
• Answer any questions about policy and procedures that managers and trainers would have
• Provide team training to ensure consistency throughout the team
• Facilitate calibration sessions and oversee quality representatives and ensure the companies rules and regulations are being upheld
• Work alongside IT to improve quality assurance
• Continuously review and work with Director of Compliance & Licensing to ensure compliance of company policies and procedures to meet the organization’s operational and legal requirements
• Ensures sufficient internal controls and compliance training are established, reviewed and maintained
• Actively participate in meetings and conferences in order to provide information, present and defend the rules of the organization and to plan the accomplishment of project goals
• Conducts and responds to customer complaints. 
• Regularly participate in and lead continuing education programs to stay abreast of changes in state debt collection laws and regulations.
• Other duties as assigned

Minimum Qualifications:

• Bachelor’s degree or equivalent relevant experience
• 2 years’ experience with auditing and quality assurance
• Supervisory experience
• Ability to obtain and retain a 5C suitability clearance

Preferred Qualifications:

• Active 5C suitability clearance
• Collections industry experience
• Federal government contracting
• Experience with Scorebuddy Quality Scoring System
• Previous experience with DMCS and FDMS (ECS) systems.
• Previous experience researching and responding to regulatory complaints.
• Previous experience with ISO 9001:2008

Knowledge, Skills & Abilities:

• Excellent verbal and written communications
• Attention to detail
• Proficiency with using Microsoft Office applications, advanced Excel
• Detail oriented with the ability to multi-task
• Ability to prioritize daily tasks and complete them with limited time and supervision
• Knowledge and understanding of FDCPA and CFPB, the associated regulations, and state debt collection laws and regulations

Equal Opportunity Employer:

Central Research is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Click here to view the Equal Employment Opportunity Posters.

If you’d like to view a copy of the company’s affirmative action plan, please call 703-382-1970. 

If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact our recruiting office at (703) 382-1363. This telephone line is reserved solely for job seekers with disabilities requesting accessibility assistance or an accommodation in the job application process. Please do not call about the status of your job application if you do not require accessibility assistance or an accommodation. Messages left for other purposes, such as following up on an application or non-disability related technical issues, will not receive a response.

NOTE:  This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job.  It is intended to describe the general nature and work responsibilities of the position.  This job description and the duties of this position are subject to change, modification and addition as deemed necessary by the Company.