Job Details

Compliance Manager

Company name
Alorica Inc.

San Antonio, TX

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Compliance Manager


San Antonio


Compliance & Risk Management Manager


Job Functions:

Compliance & Risk Management

Compliance Monitoring & Assessment


Key Job Responsibilities:

Monitor and deliver contractual requirements defined in the MSA, SOWs and amendments to include the following:

o Compliance with relevant regulatory guidance provided by client

o Change Control management of any regulatory or compliance changes

o Regulatory/governmental and Accelerated complaint management defined in contract

o SOP compliance manual & metrics oversight based on client directives and expectations

Serve as compliance SME/oversight for all areas and manage special tasks/projects

Call quality calibration coordination between client, Operations and other support groups

Perform audits and second level assessments of call monitoring and account activity.

Collaborate with Operations & Training to remediate compliance performance issues

Serve as escalation point to client for all compliance and risk issues.

Monitor and manage compliance percentage metrics performance relative to goals

Monthly reporting of the GS SOP Compliance manual requirements with action plans, timelines, owners, etc.

Maintain and report on all compliance metrics, action plans and deliver monthly compliance summary reports

Perform trend analysis on compliance metrics and identify areas of concern impacting programs, sites, agents, etc.

Provide advice, subject matter expertise and appropriate solutions for compliance risk regarding the development of new client business.

Perform other duties as assigned by management.


Bachelor’s degree; Masters preferred

7 or more years of combined experience in one or more of the following fields: financial services (credit card/banking preferred) compliance and risk management practices, law and regulation for financial services industry, or related fields.

Minimum of 3 years project management or similar experience

Experience developing and implementing compliance and risk controls and monitoring programs.

Experience leading change across multiple business functions.

OTHER INFORMATION (Skills and Abilities)*

Strong knowledge of compliance requirements and regulations

Experience at a credit card issuer and/or banking background or similar experience

Strong organizational and multi-tasking skills

Strong background in analysis and identifying issues with remediation

Strong attention to detail and deadlines

Ability to communicate with all levels within the company and externally with client

Ability to work independently, identify and solve issues and deal with change

Understanding of the sales and collections regulations

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Alorica Jobs

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Company info

Alorica Inc.
Website :

Company Profile
At Alorica, our job is to provide customer management solutions that span the entire customer lifecycle and deliver results. But it’s our mission to create insanely great experiences for our clients, customers, and colleagues that really drive us (no wonder our average client relationship lasts 13 years!).Alorica was formed in 1999, so you could call us the ultimate millennial. Headquartered in sunny Irvine, California, Alorica employs over 50,000 energetic and dedicated team members in 73 locations across the globe, all driven by one goal: to create insanely great customer experiences. We’re in the business of creating smiles. And we want to keep your customers happy with the brightest ones of all. We know how people work, what they love, and have the tech background and know-how to keep ‘em satisfied with start-to-finish customer management outsourcing solutions across the entire customer lifecycle.

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