Job description

Summary/Objective
The Escalation 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.

Essential Functions

• 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
• As appropriate, may directly work with a team of specialists regarding compliance issues
• Implements procedures to ensure consistency and continuous improvement activities
• Constantly shares knowledge, techniques and examples with other specialists
• Other duties as assigned

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

Qualifications

• 2+ years of experience in a fast paced customer service environment
• 1+ years of experience resolving escalated customer issues
• 1+ years of collections experience is preferred
• Stable work history
• Strong 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
• Bilingual Preferred, but not required

Supervisory Responsibility
This position has no supervisory responsibilities.

Work Environment
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 Hours
This is a full-time position. Days and hours of work are Monday through Friday, 9:00 AM to 6:00 PM.

Travel
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.

Job Type: Full-time

Pay: $18.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Paid training
• Tuition reimbursement
• Vision insurance

Physical setting:

• Call center
• Office

Schedule:

• Day shift
• Monday to Friday

Ability to commute/relocate:

• Spartanburg, SC 29302: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• This position's hours are Monday-Friday, 9:00 AM - 6:00 PM. Are you able to work this schedule?

Experience:

• Call Center Customer Service: 2 years (Required)
• Escalated Customer Sevice: 1 year (Required)
• Microsoft Office: 1 year (Preferred)
• Debt Collections: 1 year (Preferred)

Work Location: One location

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