Job Description

About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

About the Job

A Compliance Officer’s responsibility is to assess the compliance performance of our client’s call center associates. The ideal candidate will monitor transactions and assess associates’ demeanor, accuracy, customer service performance, and conformity to company and client policies and procedures.

This individual will assist in developing, creating and implementing call center compliance processes and procedures; as well as making recommendations for enhancements and preparing reports that can be used for root cause analysis, action planning and process improvements.

As Compliance Officer, You Will…

• Conduct periodic internal reviews, transaction audits (including physical audits) to ensure that compliance procedures are followed
• Conduct or direct the internal investigation of compliance issues
• Assess product, compliance, or operational risks and develop risk management strategies
• Identify compliance issues that require follow-up or investigation
• Disseminate written policies and procedures related to compliance activities
• Evaluate testing procedures to meet the specifications U.S Compliance Regulatory Agencies
• Verify that tools and technologies are in place to adequately provide oversight and monitoring in all required areas of compliance

As Compliance Officer, You Have…

• Post-secondary degree in Business Administration or equivalent
• Experience with Compliance audits or similar tasks is preferred
• Minimum 1 year of experience in Collections
• Experience in managing compliance and audits for a debt collections unit is preferred
• Exceptional attention to detail
• Strong analytical, critical thinking and problem solving skills
• Excellent time and project management skills
• Strong communication skills to effectively interact with diverse groups of people
• Ability to work in a fast paced and time sensitive environment