Customer Contact Monitoring (CCM) Specialist is responsible for
activities involving quality assurance and compliance with all
applicable company and Servicing policies, procedures and
accommodations may be made to enable individuals with disabilities
to perform the essential functions.
quality scores against established guidelines and provide feedback
to Servicing associates about monitored calls
respond to questions from associates regarding subject matter and
call handling issues
policy and procedure exceptions
departmental production goals are met
making suggestions on ways to maximize the effectiveness of the CCM
tasks as assigned
1+ years of experience in the auto finance or equivalent consumer
Strong understanding of customer service/collections
A thorough understanding of the auto loan lifecycle
Excellent written and verbal communication skills
Excellent computer skills including Microsoft Office, Windows, SQL,
Power Point and the Internet
Demonstrates good judgment
Strong interpersonal skills and ability to work well with a wide
range of people
Dependable and adheres to time lines and schedules.
Ability to maintain composure and multitask in a fast paced
Must be a self-motivator while actively participating in a team
Must be able to sit at a desk, type, and talk on a phone for
extended periods of time
position has no supervisory responsibilities.
Work Environment and Physical
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
This is a
full-time position with a work schedule of Monday-Friday with some
schedule variations as needed.
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. Reasonable accommodations may be made to enable
individuals with disabilities to perform the essential
You are not
officially considered an applicant unless you have completed an
employment application in ACA’s online applicant tracking system,