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Customer Contact Monitoring (CCM) Specialist

Company: American Credit Acceptance
Location: Spartanburg
Posted on: June 6, 2021

Job Description:

The Customer Contact Monitoring (CCM) Specialist is responsible for activities involving quality assurance and compliance with all applicable company and Servicing policies, procedures and regulatory requirements.




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

  • Document quality scores against established guidelines and provide feedback to Servicing associates about monitored calls
  • Accurately respond to questions from associates regarding subject matter and call handling issues
  • Investigate policy and procedure exceptions
  • Ensure departmental production goals are met
  • Proactively making suggestions on ways to maximize the effectiveness of the CCM process
  • Other tasks as assigned


  • 1+ years of experience in the auto finance or equivalent consumer finance industry
  • Strong understanding of customer service/collections calls
  • 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
  • Detail oriented
  • 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 environment
  • Must be a self-motivator while actively participating in a team environment
  • Must be able to sit at a desk, type, and talk on a phone for extended periods of time


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.



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


You are not officially considered an applicant unless you have completed an employment application in ACA’s online applicant tracking system, iCIMS.

Keywords: American Credit Acceptance, Spartanburg , Customer Contact Monitoring (CCM) Specialist, Other , Spartanburg, South Carolina

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