Complaint Analyst in Williamsville, NY

Law Firm

Williamsville, NY

Complaint Analyst in Williamsville, NY

Law Firm Non Legal Department

No

Job Title: Complaint Analyst

Job Responsibilities:
- Ensure compliance with customer complaint program policies, procedures, and service level agreements (SLAs).
- Conduct detailed account-level reviews of customer complaints through comprehensive investigation and evaluation. This may involve:
- Reviewing call recordings, account notes, legal documentation, and financial transactions.
- Escalating issues to internal management, third-party subcontractors, and clients as necessary.
- Document complaint resolutions effectively and manage any required follow-up actions.
- Perform program-level root cause analysis, research issues, identify trends, draw conclusions, and make recommendations for improvements.
- Assist in developing recommendations to enhance employee training programs.

Education and Experience Information:
- Minimum requirement of a High School diploma or equivalent; a college degree is preferred.
- Prior experience in a law firm and/or knowledge of the legal and collections industry is preferred.
- Candidates must be highly detail-oriented with strong analytical, organizational, and communication skills.
- Ability to work independently is essential.
- Exceptional analytical and problem-solving skills are required.
- Excellent written communication skills are necessary.

Salary Information:
- Compensation ranges from $20 to $25 per hour.

Benefits:
- Competitive base salary.
- Medical, dental, and vision coverage.
- 401K plan with company match.
- Long-term and short-term disability insurance.
- Company-paid life insurance.
- Paid time off (PTO).
- Paid parental leave.
- Opportunities for advancement and professional development.

This position is a full-time, on-site role based in Lake Mary, Florida, with working hours from 8:00 AM to 5:00 PM, Monday through Friday. The role is situated within the compliance department of the law firm, which is recognized as a leading creditor's rights law firm with multiple offices across various states.