Executive Resolution Specialist

Company: American Credit Acceptance ( Learn More )

General Information
US-SC-Spartanburg
N/A
High School
Full-Time
At least 1 year(s)
None
False
False
Job Description

Summary/Objective

The Executive Resolution Specialist (ARS) plays a critical role in the quick resolution of customer issues. This role will respond to customer account issues via the Customer Complaint Management System (CCMS), email, website inquires, and through agencies such as the Better Business Bureau (BBB), Consumer Financial Protection Bureau (CFPB), or Attorney General’s office. The ARS will resolve/answer customer problems and concerns directly, indirectly or through escalation. This role will also focus on compliance and will contribute to process improvement initiatives. 

Supervisory Responsibility

This position has no supervisory responsibilities.

Work Environment and Physical Demands

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Position Type/Expected Hours of Work

This is a full-time position. Days and hours of work are Monday through Friday 8 a.m. to 5 p.m.

No travel is expected for this position.

 

EEO Statement

ACA provides equal employment opportunities (EEO) to all applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. ACA complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.

 

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

 

Responsibilities:

  • Follows through to ensure cases are resolved and closed appropriately within the scope of compliance
  • Maintains appropriate level of process knowledge in order to assist customers and avoid escalation
  • Prioritizes and oversees activities of other agents ensuring quality standards are upheld
  • Assists in the identification, assessment and resolution of complex issues/problems
  • Supports and sustains a positive work environment that fosters team performance through own work and behavior
  • As appropriate, may directly work with a team of specialists regarding compliance issues
  • Implements procedures to ensure consistency and continuous improvement activities
  • Constantly sharing knowledge, techniques and examples with other specialists
  • Other duties as assigned
  • Job Requirements
    • 2+ years of experience in a fast paced customer service environment
    • Proven ability to handle and resolve escalated customer issues
    • Collections experience is preferred
    • Strong customer service and organizational skills
    • Ability and willingness to train others
    • Excellent problem solver, with ability to prioritize
    • Adept at navigating various computer applications
    • Excellent written and verbal communication skills
    • Stable work history
    • Bilingual Preferred , but not required