Customer Escalation Specialist

Operations Dallas, Texas


What makes an AFF Customer Escalation Specialist:

  • An inquisitive mind that acts as an impartial advocate and arbiter who protects consumer's rights, upholds laws and regulations by investigating complaints and ensures AFF Policies & Procedures are followed! 
  • Deliver a first-class customer experience that represents AFF’s Core Values!
  • Someone who is passionate about personal and organizational success! 


What we offer:

  • Competitive Compensation!
  • Paid Time Off, Paid Holidays and Market Leading Benefits!
  • High-growth organization with advancement opportunities!
  • Diverse, Collaborative, & Fun Work Environment!


Roles and Responsibilities:

  • Investigate complaints, interview the parties involved in the dispute and using mediation techniques work to help the consumer to understand AFF’s perspective and reach a mutually beneficial agreement.  
  • Engages in resolving customer and dealer issues and complaints concerning matters, such as merchandise, service, and billing.
  • Review customer-complaint correspondence and manage difficult customer complaints personally. Confers with supervisory or managerial personnel to recommend changes in order to avoid recurring customer complaints. 
  • Explain to customer by telephone or letter action taken on complaint and follow up with customer to see that complaint was satisfactorily resolved.
  • Prepare written documentation for follow-up or due diligence.
  • Perform other duties as assigned by supervisor.



  • Minimum 2 years of Call Center experience or 1 year of Complaint Resolution experience.
  • Excellent interpersonal, oral and written communication skills.
  • Ability to plan, prioritize and organize workloads.
  • Ability to manage and delegate multiple concurrent priorities and meet deadlines.
  • Able to solve practical problems and deal with a variety of situations where limited information and facts are available.


Preferred Skills:

  • Experience in Financial Services industry in an operational capacity.
  • Fluent in Spanish (oral and written).
  • Prior experience and knowledge of installment and lease/rent to own agreements.



Our Core Values

Servant Heart: There’s no place for egos here. Customers and colleagues come first. Serving their needs and driving their engagement is our success. 

Embrace Change: That’s not fear, that’s excitement. We see change as core to our survival and our ability to manage change as a prerequisite to new opportunities that can allow us to learn, grow, and do more. 

Walk the Talk: We do what we say we are going to do and maintain the highest standards of performance for ourselves and others, at all times, always doing the right thing. 

Dare to be Different: We are adaptable, creative, and courageous, like entrepreneurs willing to take the necessary risks to innovate and make things better. We challenge the status quo. We seek out different ideas and perspectives as a means of expanding our ability to think and do more. 

Get Stuff Done: We do whatever it takes to get the job done right. We inspect what we expect, take ownership of our actions, and operate with a sense of urgency in everything we do. 

No Drama: We control the things we can control with a mindset to find solutions while minimizing complaint. We are all here for the same purpose, empowered to be the best we can be so that our purpose to deliver great products and services to more customers can be fulfilled.

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.