Customer Experience Analyst

Scott & Associates, PC is a well-established, multi-state legal recoveries firm. Since our founding in 2000, we've grown into a leading force in debt recovery, providing trusted and comprehensive legal solutions for financial institutions nationwide.

Our teams are driven, collaborative, and committed to delivering results.

We are seeking a motivated Customer Experience Analyst to join our Plano, TX-based team.

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

• Maintain a working knowledge of all federal, state, and local laws and regulations governing debt collection
• Maintain a working knowledge of current client requirements
• Listen to a high volume of recorded collection calls for internal quality assurance
• Evaluate calls for regulatory compliance and adherence with client requirements
• Providing positive and negative feedback and reporting findings to the Customer Experience Manager
• Assist with tracking trends within the quality assurance process and other customer experience insights
• Collaborate with Training & Compliance to bring awareness to process gaps, necessary policy updates, and deliver targeted developmental insights for the firm
• All other duties as assigned

Minimum Qualifications (Knowledge, Skills, and Abilities)

• Ability to work efficiently with excellent attention to detail in a high-volume fast paced environment
• Minimum of two years' general office, outbound call center, call monitoring, or quality assurance experience
• Effective oral and written communication skills with knowledge of correct grammar, spelling, and punctuation usage
• Proficient in Microsoft Office applications such as Word, Excel, and Power Point; ability to operate basic office equipment such as a copy machine, fax machine, printer, scanner, and computer; proficient with internet research
• Ability to multi-task and manage time effectively
• Ability to be flexible to adapt and act quickly when urgent matters require it
• Ability to work and maintain patience with diversified individuals of various ethnic backgrounds and professional competencies

Benefits

Eligible for medical, dental, vision, and company paid life insurance on the first of the month following 60 days of employment.

401(k) with employer match

Please visit our website, ,for more information on our Firm.