VELOCITY PORTFOLIO GROUP INC

Analyst

• Conduct internal audits
• Perform quality assurance reviews
• Conduct transaction testing
• Prepare exception reports
• Review control effectiveness
• Perform root cause analysis
• Validate corrective actions
• Analyze quality trends and prepare reports
• Monitor regulatory compliance
• Support process improvement initiatives
• Identify compliance and operational risks
• Evaluate the effectiveness of internal controls
• Partner with Compliance, Risk Management, Vendor Oversight, Complaints & Disputes, Operations, and third-party service providers
• Support corrective action initiatives and continuous improvement

Quality Controls Analyst

Compliance

• Develop, maintain, and enhance automated compliance monitoring programs, transaction testing routines, exception reports, control reports, dashboards, and key risk indicators
• Use SQL, Sigma Computing BI Tools, and other analytical tools to extract, validate, reconcile, and analyze large servicing, operational, and compliance datasets
• Design data-driven testing methodologies for FDCPA, Regulation F, UDAAP, FCRA, TCPA, state collection laws, client requirements, and internal policies and procedures
• Analyze business processes, workflows, operational performance, and control environments to identify compliance risks, operational gaps, control deficiencies, and downstream impacts
• Investigate exceptions, control failures, operational issues, and data anomalies through root cause analysis and business process evaluation
• Evaluate corrective actions and remediation efforts through validation testing, follow-up analysis, and ongoing monitoring
• Prepare recurring compliance reports, dashboards, executive summaries, board materials, and management reporting
• Monitor compliance trends, emerging risks, dependencies, and issue status; provide recommendations for corrective action and process improvement
• Partner with Operations, Legal, Compliance, Technology, Vendor Management, and third-party servicers to identify, assess, and remediate operational risks and control gaps
• Support reporting methodologies, data governance practices, report validation, control documentation, and audit-ready evidence retention
• Support state licensing maintenance, regulatory filings, licensing reviews, examinations, audits, regulator inquiries, client audits, and quality assurance reviews
• Coordinate information requests, document production, examination responses, remediation tracking, and follow-up activities
• Support regulatory change management, compliance investigations, policy and procedure updates, special projects, and process improvement efforts

Compliance Analyst

Associate

• Manage and oversee customer complaints and dispute cases from intake through resolution
• Log, track, and maintain accurate complaint and dispute records in company systems
• Investigate customer concerns to ensure fair, timely, and compliant resolutions
• Draft written responses to customer complaints, regulatory inquiries, and dispute communications
• Collaborate with internal departments to gather information and resolve customer issues
• Conduct complaint and dispute trend analysis
• Perform root cause analysis
• Develop and recommend corrective actions to reduce complaint volume and improve customer experience
• Monitor resolution timelines for service-level agreements and regulatory requirements
• Prepare reports and provide insights on complaint metrics, trends, and resolution outcomes
• Handle sensitive and escalated situations with a strong customer service focus
• Communicate with customers and stakeholders professionally, empathetically, and tactfully
• Support continuous improvement initiatives for processes, compliance, and customer satisfaction
• Ensure complaint handling activities align with company policies and applicable regulations

Complaints and Disputes Associate

Customer Support

• Handle customer service and collection calls
• Set up payment plans and negotiate settlements for consumers unable to pay their debt in full
• Document all communications and account activity accurately
• Perform general office and administrative duties
• Work with consumers to resolve account issues and achieve mutually beneficial payment solutions
• Report directly to the Collections Manager
• Work closely with consumers to identify appropriate repayment solutions and provide outstanding customer service

Quality Controls Analyst

Compliance Analyst

Complaints and Disputes Associate

Collector, Customer Service