Resortcom Group

Position Summary

Be the driving force behind our Compliance Program — the person who makes sure we do right by our customers and stay ahead of the rules that matter. You’ll own the full lifecycle of consumer disputes and complaints across our financial services and collections operations: intake, investigation, resolution. Your work ensures we meet Rosenthal Act, FDCPA, and Regulation F requirements, while surfacing the insights that sharpen our training and compliance strategy company-wide.
If you love solving problems, protecting people, and being part of a team that’s earned its reputation as an Employer of Choice — this is your seat at the table

Essential Duties and Responsibilities
 

• Monitor federal (FDCPA, Regulation F 12 CFR Part 1006, TCPA, FCRA) and California-specific regulations (Rosenthal Act, California Civil Code §§ 1788.11 and 1788.17, DFPI Debt Collection Licensing Act, Cal. Fin. Code § 100000 et seq., and related state requirements) for changes affecting Collections and Call Center operations.

• Maintain, update, and publish compliance policies and procedures as regulations evolve, with formal version control, effective dates, identification of material revisions, and documentation of management or Compliance approval.

• Own the Consumer Communication Content Standard and Template Content Review Standard, providing Compliance sign-off on all changes to consumer-facing content and templates, and maintain the Template Master Registry with version control, effective dates, approver records, and confirmation of required content elements and absence of prohibited content.

• Provide independent compliance oversight of the operational system controls that support compliance.

• Perform post-implementation sample audits at 30-, 60-, and 90-day intervals following material remediation initiatives, and maintain written records of periodic compliance reviews and material matters presented to management.

• Design and deliver recurring compliance training for Collections and Call Center staff, including new-hire onboarding and refresher training, with role-appropriate curriculum for all levels of the operational organization, from executive leadership through collection agents.

• Advise executive leadership and, on material matters, the Board or designated committee on compliance risks associated with new products, scripts, campaigns, templates, or collection strategies prior to implementation.

• Coordinate with Collections, Loan Services, Financial Services, Customer Service, Systems/IT, and Legal to gather facts, verify system flag application, and confirm proposed resolutions before responses are issued.

• Monitor complaint resolution timelines to ensure regulatory deadlines are met, coordinate with Systems/IT to validate dispute and cease-contact controls, and analyze complaint trends to identify root causes, mitigate risk, and drive training and process improvements across the organization.

• Perform any and all other duties as assigned.

Qualifications

4+ years of experience in compliance, dispute, or complaint handling in a regulated environment, with direct exposure to consumer protection requirements applicable to collections or financial services.

Working knowledge of the FDCPA, Regulation F (12 CFR Part 1006), and Rosenthal Act, or demonstrated ability to quickly learn applicable state and federal consumer protection regulations, including the California DFPI Debt Collector Licensing Act and California Civil Code 1788.11 and 1788.17.

Experience with template governance, template master registry maintenance, and Compliance sign-off workflows for consumer-facing content.

Experience overseeing system-based compliance controls, including dialer configuration, dispute and cease-contact flag management, automated validation notice triggers, and records retention configuration.

Experience conducting formal sample audits, preparing audit workpapers, and reporting findings to executive leadership.

Strong written communication skills, with the ability to draft formal consumer and regulatory correspondence under time-sensitive regulatory deadlines.

Excellent research and investigative skills, including comfort reviewing call recordings and account documentation.

High attention to detail and strong record-keeping discipline.

Associate's or Bachelor's degree preferred; equivalent experience will be considered; relevant compliance certification (e.g., CCCO, RMAI) a plus.