About the Company:
Netspend Corporation is a global, vertically-integrated financial services and technology company dedicated to the delivery of innovative financial empowerment solutions to consumers worldwide. Netspend's financial products and services span prepaid, debit, cross-border payments, and loyalty solutions for consumers and enterprise partners.
Netspend provides prepaid and debit account solutions that connect customers with secure, convenient access to global payment networks so they can manage their money and make everyday purchases. With a nationwide U.S. retail network, customers can purchase and reload Netspend products at 130,000 reload points and over 100,000 distributing locations.
Since our founding in 1999 by industry pioneers, Netspend products have processed billions of dollars in transaction volume and served millions of customers worldwide. The company is headquartered in Austin, Texas with employees worldwide.
The Compliance Resolution Analyst is strategically positioned to decrease customer frustration and effectively address escalations that have been directed to regulatory agencies. Functioning within the Partner Operations Team, this role is critical for both the smooth operation of processes and achieving high levels of customer satisfaction. Integral to this position is the support of brand reputation, which is accomplished through specific initiatives and dedicated efforts.
Responsibilities:
Monitor, research, and draft responses to consumer complaints received from third-party agencies, including but not limited to the CFPB, OCC, and state Attorneys General
Oversee and make suggestions for improvements to daily automated and manual processes
Improve administrative material and task management via better workflows, streamlined processes, training, technology, communication, data management, and defined roles
Identify and escalate issues that may be a risk to the company
Perform other duties, as assigned
Social Media Presence: Actively respond to customer inquiries on social media
platforms and ensure issue resolution
Online Reviews: Monitor and address reviews on platforms like Google, Trustpilot, Sitejabber, and the Better Business Bureau, as well as complaints on consumer boards
Customer Service Support: Provide timely assistance via social media for customers experiencing difficulties with traditional support channels and escalate serious complaints to customer service leadership
Job Requirements:
Education: High school diploma, Some College or equivalent experience
Preferred: 1-2 years in Financial Services or Legal related field
Excellent written communication skills
Knowledge of FDCPA, FCRA, or other regulatory training
Experience handling complaints in a regulated environment.
Excellent listening skills and ability to build rapport with customers
Excellent attention to detail, with a proactive and can-do approach to problem-solving
Ability to multitask
Proficiency with MS Office and GSuite products
Plus
If you are bilingual (Spanish speaker)
Skills Required
- High school diploma, Some College or equivalent experience
- 1-2 years in Financial Services or Legal related field
- Excellent written communication skills
- Knowledge of FDCPA, FCRA, or other regulatory training
- Experience handling complaints in a regulated environment
- Excellent listening skills and ability to build rapport with customers
- Excellent attention to detail and proactive problem-solving
- Ability to multitask
- Proficiency with MS Office and GSuite products
- Bilingual (Spanish speaker)
What We Do
Netspend is a leading provider of payments and financial solutions for consumers and businesses. As the trusted partner to many of the world’s most recognized brands, Netspend connects people, brands and payment products to deliver innovative financial solutions for everyone. A pioneer in providing financial services to traditionally underserved consumers, Netspend is continuing to make payments accessible to more markets in more ways. Netspend’s open technology platform enables businesses to quickly and securely embed payments solutions into their ecosystems, and seamlessly brings innovation to market. From prepaid, paycard and debit solutions to digital account and money movement services, Netspend has a broad suite of products and technologies that deliver exceptional experiences for its customers and business partners. Netspend products can be acquired online, through its mobile apps, and at more than 100,000 locations nationwide including retail outlets, tax preparation offices and financial service providers, and through corporate paycard and tips partners. Based in Austin, Texas, Netspend is a wholly owned subsidiary of Global Payments Inc.
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