Compliance Complaint Specialist

Welcome to ACI, Your Employer of Choice Since 1989! American Coradius International LLC (ACI) is a local, long‑standing, full‑service financial services company seeking energetic, initiative‑taking Account Resolution Specialists. We work with some of the nation’s largest banking clients as an extension of their customer service department, helping customers who have fallen into delinquent status resolve financial issues.

Position Summary

Responsible for daily, weekly, and monthly complaint handling, including effective review, analysis, reporting, and tracking of customer complaints as defined by internal policies and procedures while meeting client requirements and ensuring compliance with federal and state laws. Support ACI’s Director of Corporate Compliance with client and regulatory audits and maintenance of licensing, insurance, and corporate bonds.

Essential Duties and Responsibilities

• Process verbal and written complaints as required by client and corporate policies & procedures.
• Assist Operations in accessing information, troubleshooting problems, and resolving system inquiries.
• Photocopy and file customer complaint correspondence per ACI and client policies.
• Provide detailed complaint analysis monthly, quarterly, and annually at the corporate and client level.
• Support client, state, and regulatory initiatives.
• Assist with maintaining ACI’s state licensing, bonding, and corporate insurance policies.
• Provide timely and accurate information for incoming internal and external requests.
• Assist with the maintenance of current policies and procedures, ensuring additions and changes are up‑to‑date.
• Comply with company policies, IT security and privacy requirements, client standards, and all applicable federal, state, and regulatory laws.
• Adhere to communication transmittal requirements pursuant to client guidelines (encrypted portals or preferred encrypted methods).
• Complete required complaint forms and reporting processes.
• Maintain client reporting and tracking documents and complaint reporting requirements.
• Provide feedback to Operations, Human Resources, and Senior Management to improve ARS call quality, productivity, customer service, and compliance with client and company standards.
• Participate in client call calibrations specific to complaints as needed by Quality Assurance.
• Ensure all client training and reference materials are available to staff as needed.
• Perform other duties as assigned by management.
• Maintain a current working knowledge of relevant laws, regulations, and trends in the collection industry.

Minimum Qualifications

• College degree or equivalent experience.
• Excellent verbal and written communication skills.
• Excellent customer service skills.
• Knowledge of the CUBS Application System.
• Detail‑oriented with a high level of initiative and proven ability to work independently.
• Thorough knowledge of federal, state, and local laws, regulations, and rules governing collections.
• Previous complaint resolution experience in a collection or banking environment.
• Ability to work as a team player while maintaining objectivity and impartiality across departments.

Education and Experience

• High school diploma or equivalent.
• Basic proficiency with Microsoft Office Suite or related software.

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer with multiple displays.
• Ability to lift up to 15 pounds occasionally.
• Dual‑hand dexterity/repetitive use of hands ~80 % of the time (typing and dialing).
• Ability to speak proper English grammar and use proper telephone etiquette.
• Ability to hear and maintain clear vision on 15‑inch or larger monitors.
• Typical moderate noise level in the work environment.
• Remote workspace must be quiet, secure, distraction‑free, and have a reliable direct‑wired internet connection.
• Must meet ACI’s security and safety requirements and be able to work with IT to troubleshoot connectivity issues.

Schedule

Hybrid role based in Amherst, NY with an in‑office requirement of three days per week.

Benefits

We offer a competitive salary and excellent comprehensive benefits.