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Escalation Analyst
RELX Group
Alpharetta, GA, United States
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Assists LexisNexis Legal and IADP to perform research and provide timelines for litigation requests. Handle all high level consumer escalations including CFPB, BBB and AG offices. Position operates as first point of contact/Liaison with legal and compliance on all consumer issues.
Accountabilities
• Organizes incoming requests to analyze, identify and document consumer requests, timelines and results based on applicable laws and LexisNexis guidelines.
• Handles escalated calls from customers, sales people and Legal Department.
• Researching multiple databases for consumer contact with consumer center and putting together a detailed timeline with corresponding reports to be used in litigation. Timelines must be accurate with dates and include all correspondence regarding a specific consumer or case.
• Attending conference calls and meetings with legal when necessary to discuss legal matters with consumers.
• Complete special projects as assigned by management.
• Act as Tier II escalation for dispute resolution.
• Handles all escalations/complaints from Better Business Bureau, Consumer Financial Protection Bureau, Attorney General and Legal.
• Identify system and/or process issues with Dispute process, Complaints/Escalation, and MBSi system.
• Work with Project Management and Support teams to resolve system and process issues.
Qualifications
• High School Diploma required / College Degree preferred
• 5 to 6 Years’ experience preferred
• Excellent understanding of all applicable LexisNexis policies and procedures and relevant legislative requirements (e.g. FCRA).
• Positive attitude and ability to work quickly in a fast paced environment; work well as a team member and work well independently.
• Highly detail oriented with a critical degree of accuracy regarding data entry and analysis, ability to deal with confidential data.
• Excellent database research skills.
• Proficient knowledge and understanding of the dispute and resolution process for all Insurance and BGS products.
• Proficient knowledge and understanding of all LexisNexis Insurance and BGS products.
• Proficient knowledge of computer-based software such as Windows, Internet Explorer and Microsoft Office and relevant LexisNexis support tools (e.g. MBS, RightNow, etc)
• Excellent phone etiquette with outstanding Customer Service skills.
• Excellent oral and written communication skills, good interpersonal and organizational skills; ability to prioritize work and to perform multiple tasks simultaneously while adhering to deadlines.
LexisNexis Risk Solutions is a leader in providing essential information that helps customers across all industries and government predict, assess and manage risk. Combining cutting-edge technology, unique data and advanced scoring analytics, we provide products and services that address evolving client needs in the risk sector while upholding the highest standards of security and privacy. LexisNexis Risk Solutions is part of RELX Group plc, a leading publisher and information provider that serves customers in more than 100 countries with more than 29,000 employees worldwide. LexisNexis Risk Solutions is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. accommodations@relx.com.