American Credit Acceptance Executive Response Specialist in Spartanburg, South Carolina
The Executive Response Specialist (ERS) 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 ERS 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.
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
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
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.
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.
External Company Name: American Credit Acceptance
External Company URL: www.acacceptance.com
Street: 961 E Main Street