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
+ 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
+ Constantly sharing knowledge, techniques and examples with
+ Other duties as assigned
+ 2+ years of experience in a fast paced customer service
+ Proven ability to handle and resolve escalated customer
+ 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
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