Complaints and Disputes Associate

Job Posting: Complaints and Disputes Associate

Company: Velocity Investments
Location: Wall, NJ
Position: Full-Time
Work Schedule: In-Office Monday-Friday 8:30AM-5PM with potential for WFH days.
Benefits: Medical, vision, and dental benefits, 401(k), ESOP

Salary: 60k-65k

About Us:
As a leading specialty finance company, Velocity is committed to maintaining the highest standards of compliance, consumer protection, and ethical business practices. The Complaints and Disputes Associate will play a critical role in preserving consumer trust and ensuring adherence to all regulatory requirements. This individual will serve as the primary point of contact for consumer concerns, researching and resolving disputes related to account ownership, balances, credit reporting, validation requests, and cease and desist communications. The role is responsible for processing and reviewing correspondence from consumers, attorneys, agencies, and originators; managing dispute and compliance queues; coordinating with servicers and internal departments; supporting fraud investigations; monitoring account adjustments; and providing reporting and feedback on compliance-related activities. The ideal candidate is highly organized, detail-oriented, and committed to supporting Velocity's reputation as a professional and ethical debt buyer through timely, accurate, and compliant account management.

Job Description:
Complaints & Disputes Associate Responsibilities

• Manage and oversee all customer complaints and dispute cases from intake through resolution.
• Log, track, and maintain accurate records of complaints and disputes in company systems.
• Investigate customer concerns thoroughly to ensure fair, timely, and compliant resolutions.
• Draft professional written responses to customer complaints, regulatory inquiries, and dispute communications.
• Collaborate with internal departments to gather information and resolve customer issues efficiently.
• Conduct complaint and dispute trend analysis to identify recurring issues and areas for improvement.
• Perform root cause analysis to determine underlying factors contributing to customer complaints.
• Develop and recommend corrective actions to reduce complaint volume and improve customer experience.
• Monitor resolution timelines to ensure service level agreements and regulatory requirements are met.
• Prepare reports and provide insights on complaint metrics, trends, and resolution outcomes.
• Maintain a strong customer service focus while handling sensitive and escalated situations.
• Communicate effectively with customers and stakeholders, demonstrating professionalism, empathy, and tact.
• Support continuous improvement initiatives to enhance processes, compliance, and customer satisfaction.
• Ensure all complaint handling activities align with company policies and applicable regulations.

Qualifications

• Strong verbal and written communication skills.
• Excellent analytical and problem-solving abilities.
• Experience handling customer complaints, disputes, or escalated customer service issues a plus.
• Ability to conduct data analysis, trend identification, and root cause investigations.
• Strong organizational skills with attention to detail and accuracy.
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Professional demeanor with the ability to navigate challenging customer interactions effectively.
• Customer-focused mindset with a commitment to delivering positive outcomes.

Equal Employment Opportunity Statement

The Company is an equal opportunity employer and does not discriminate on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), gender identity or expression, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other status protected by applicable federal, state, or local law.

Reasonable Accommodation
Applicants and employees who require reasonable accommodation to participate in the application process should contact Human Resources. The Company will engage in an interactive process consistent with applicable law.

Background Check and Employment Eligibility

Employment is contingent upon the successful completion of a background check, verification of employment eligibility, and any other pre-employment screenings required by law or Company policy. Any such background check or screening will be conducted only after a conditional offer of employment has been made, and in accordance with applicable federal, state, and local laws.

Compensation and Benefits Disclaimer
Compensation, benefits, and other terms and conditions of employment are subject to change at the sole discretion of the Company, in accordance with applicable law.

At-Will Employment Statement
Employment with the Company is at-will, meaning that either the employee or the Company may terminate the employment relationship at any time, with or without cause or notice, subject to applicable law.

Job Description Disclaimer
These job descriptions are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. The Company reserves the right to modify, add, or remove duties and to assign other responsibilities as necessary.

Acknowledgment
By applying for this position, applicants acknowledge that they have read and understand the information provided in this job posting.