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Complaint Resolution Specialist

2 months ago

Spartanburg, United States American Credit Acceptance Full time

Overview:

Job Description

The Complaint Resolution Specialist (also known as the Customer Experience (CX) Analyst) is responsible for reviewing calls captured using ACAs Call Miner program to determine if the proper processes were handled during servicing calls. They will verify complaint information was entered in ACAs system of record if applicable. A Complaint Resolution Specialist will send coaching opportunities as needed and work with management to ensure a positive customer experience. Reporting duties include creating the Call Miner Monthly report, Call Miner data analysis report, and documents required for manager and executive meetings.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Advocates for a positive customer experience while handling or reviewing complaints in an urgent and positive manner.
  • Excel, power point, and word skills.
  • Resolves complaints timely within the appropriate SLA.
  • Perform direct complaint investigation to determine root cause and accurate disposition.
  • Investigates & responds to complaints through the complaints systems of record, document management system, and other channels in an accurate manner.
  • Completes and pass all company required training courses by assigned due date(s).
  • Provide process improvement recommendations, as applicable.
  • Ensures that customer contact is professional and courteous in a verbal or written manner.
  • Other tasks as assigned.

Qualifications

  • 1+ years of experience in the auto finance or equivalent consumer finance industry
  • Strong understanding of consumer credit report information
  • Strong understanding of the auto loan lifecycle
  • The ability to navigate ACAs Loan Originating, Servicing System and source documents to research inquiries is preferred
  • Excellent written and verbal communication skills
  • Detail oriented
  • Ability to maintain composure and multitask in a fast paced environment
  • Excellent computer skills including Microsoft Office, Excel, Windows, SQL, Power Point and the Internet
  • Must be a self-motivator while actively participating in a team environment

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 with a work schedule of Monday-Friday with some schedule variations as needed.

Travel

No travel is expected for this position.

California Privacy Notice
"As an employer of California residents, we are dedicated to protecting your privacy rights. Any personal information you provide during the application process will be used solely for permitted internal purposes and will be handled in accordance with applicable privacy laws. By applying to this position, you consent to the collection, use, and disclosure of your personal information as described in our Employee Privacy Notice."

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.

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