Agency Resolution Specialist

About the Company:

Ouro is a global, vertically-integrated financial services and technology company dedicated to the delivery of innovative financial empowerment solutions to consumers worldwide. Ouro’s financial products and services span prepaid, debit, cross-border payments, and loyalty solutions for consumers and enterprise partners.

Ouro's flagship product Netspend provides prepaid and debit account solutions that connect customers with secure, convenient access to global payment networks so they can manage their money and make everyday purchases. With a nationwide U.S. retail network, customers can purchase and reload Netspend products at 130,000 reload points and over 100,000 distributing locations.

Since Ouro's founding in 1999 by industry pioneers Roy and Bertrand Sosa, Ouro products have processed billions of dollars in transaction volume and served millions of customers worldwide. The company is headquartered in Austin, Texas with regional offices around the world. Learn more at www.ouro.com.

About the role:
The Agency Resolutions Specialist role is designed to minimize customer inconvenience and resolve escalations reported to regulatory agencies.  Reporting into the Global Support Team, the Agency Resolutions Specialist will be a key player in supporting both operational success and customer satisfaction.

Responsibilities:

• Track, investigate, and prepare responses to consumer complaints.

• Oversee and make suggestions for improvements to daily automated and manual processes.

• Process administrative material and tasks.

• Identify and escalate issues that may be a risk to the company.

• Perform other duties, as assigned.

Job Requirements: 

• Education: High school diploma, Some College or equivalent experience.

• Preferred: 1-2 years in Financial Services or Legal related field.

• Excellent written communication skills.

• Knowledge of FDCPA, FCRA, or other regulatory training.

• Experience handling complaints in a regulated environment.

• Excellent listening skills and ability to build rapport with customers.

• Excellent attention to detail, with a proactive and can-do approach to problem-solving.

• Ability to multitask.

• Proficiency with MS Office and Google Suite products.