Customer Relations Specialist

Job Description

Job Description

Position Summary

The Customer Relations Specialist is responsible for resolving complex customer issues that require investigation, compliance review, and cross-functional coordination. This role focuses on protecting the company's reputation, ensuring regulatory compliance, resolving escalated customer concerns, and supporting legal and operational processes.

Key Responsibilities

The Customer Relations Specialist is expected to manage the following responsibilities, with the majority of their time dedicated to case investigations and escalated customer issue resolution.

Case Resolution & Investigations

• Process bankruptcy notifications and related account updates.
• Investigate customer complaints involving Trigger Words and determine appropriate next steps.
• Complete Inquiry Dispute tasks.
• Handle escalated ACH revocation requests.
• Review and respond to customer escalations received through various channels.

Compliance & Regulatory Support

• Review Cease and Desist documents.
• Process subpoenas and other legal documentation.
• Maintain Soaren's documented compliance expectations.
• Ensure all cases are documented accurately and meet company and regulatory requirements.

Reputation Management

• Respond to disputes submitted by organizations such as the Better Business Bureau, government agencies, and other regulatory entities.
• Review and respond to positive and negative Trustpilot reviews using approved company guidelines.

Communication & Administrative Support

• Monitor and respond to assigned email inboxes and chat channels.
• Complete required documentation and follow-up activities.

Qualifications

Required

• 2+ years of experience in customer relations, complaints resolution, collections, or compliance support within a financial services, lending, or contact center environment.
• Experience handling escalated customer issues that require investigation, documentation, and cross-functional coordination.
• Working knowledge of consumer protection regulations relevant to lending and collections (e.g., FDCPA, TCPA, bankruptcy notifications), or demonstrated ability to quickly learn and apply regulatory requirements.
• Experience reviewing and processing legal documentation such as subpoenas, cease and desist notices, or bankruptcy filings, or strong aptitude to learn these processes.
• Strong written communication skills, with the ability to draft clear, professional responses to customers, regulators, and third-party organizations.
• Demonstrated ability to manage a high-volume caseload while maintaining accuracy and meeting SLA targets.
• Proficiency with case management systems, email, and chat platforms.

Preferred

• Experience responding to complaints submitted through the Better Business Bureau, state or federal regulatory agencies, or consumer review platforms (e.g., Trustpilot).
• Experience partnering with Compliance, Legal, or Quality Assurance teams on escalated or sensitive cases.

Key Performance Metrics

• Case production (cases completed).
• SLA adherence.
• Case quality and documentation accuracy (QA).
• Timeliness of case resolution.
• Quality of written customer communications.

Starting pay $17 an hour plus a biweekly bonus potential up to $850 a week to start

About Soaren

Soaren is committed to delivering exceptional customer experiences through innovation, operational excellence, and a people-first culture. We invest in our teams, our technology, and our partnerships to ensure every customer interaction reflects our values. Join us and help shape the future of customer operations.

Soaren Management provides customer-centric alternative lending solutions in consumer markets via proprietary underwriting and loan management systems. With multiple verticals in the financial services industry, Soaren excels in customized portfolio management, software development, customer service, telecommunications, automated application processing, and asset recovery.

We have built top of the line proprietary software platforms to underwrite and manage loans, which we strive to continually innovate upon. And that’s where you come in.

Our Company Mission

Soaren Management merges time-tested business practices with bleeding-edge proprietary technologies to deliver reliable, efficient and secure financial products and services. Our greatest strengths, technology and customer care, flow from the ingenuity, curiosity and integrity of our partners and employees.

Vision Statement

Soaren Management works toward a future where all consumers have broad and immediate access to a range of reliable, efficient, and secure financial products and services, expedited by constantly evolving technologies.

Commitment to Our Talent

Soaren Management believes our success flows directly from our employees. Our employees are at the heart of our success. As such, it's in our best interest to provide all the support they need to succeed and thrive. For that reason, Soaren Management is expanding its search for fresh talent and developing our current talent. Our commitment to our team ensures value and service to our ever-growing customer base through hiring and growing our people-centric, diverse, and forward-thinking talent. We live in our values of Innovation, Superior Customer Care, Compliance, Community, Balance, and working by the Golden Rule.