Customer Advocacy Spec III
Description
What Makes a Customer Advocacy Specialist III at American First Finance?:
The Customer Advocacy Specialist Level 3 acts as a fair and impartial advocate and arbiter who protects consumer rights, upholds laws and regulations by investigating complaints and ensures AFF Policies & Procedures are followed. The Customer Advocacy Specialist Level 3 investigates complaints, interviews the parties involved in the dispute, and using mediation techniques, works to help the consumer to understand AFF’s perspective and reach a mutually beneficial agreement.
Essential Job Duties:
- Email Management: Efficiently organize and respond to internal email request, ensuring compliance with company policies and procedures.
- Manage Complaint SLA Exceptions: Oversee and clarify directives regarding complaint service level agreements exceptions across all sites, fostering a positive team environments and effective communication.
- Daily Audit Checklist: Execute daily audit checklist with a focus on evaluation and reporting of results, while proactively engaging with business line needs and stakeholders.
- Escalated Issue Resolution: Prioritize, manage, and oversee resolution of customer escalated issues regarding products or services for multiple clients, ensuring successful outcomes.
- Complaint Database Maintenance: Maintain a comprehensive database of customer complaints, resolutions, and coaching sessions, utilizing data to identify trends and patterns for continuous improvement.
- Recommendation for Process Improvement: Collaborate with supervisory or managerial personnel to recommend changes aimed at preventing recurring customer complaints and improving overall customer satisfaction.
Minimum Requirements & Qualifications:
- 3+ years 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.
- Experience in the Financial Services industry in an operational capacity.
- Prior experience and knowledge of installment and lease/rent-to-own agreements.
Note: The information contained in this description is not intended to be an all-inclusive list of the duties and responsibilities of this job or the skills and abilities required to do the job. Management has the discretion to assign/reassign duties and responsibilities to this job at any time. Duties and responsibilities may be subject to change at any time due to reasonable accommodation or other reasons.
Should you be offered and accept a position with us, the company requires all employees to agree to a binding arbitration agreement to certain disputes.
Submission of your application confirms your “opt-in” desire to receive additional phone, text and email communications from the FirstCash Talent Acquisition Team. These communications include information about the specific job being applied for and other potential opportunities available within the FirstCash job opportunity network. Message and data rates may apply. You can unsubscribe to text messages by replying STOP within the message at any time. You can unsubscribe from email communications by clicking unsubscribe, within the email, at any time. Visit https://firstcash.com/privacy-policy for additional questions or information.
Should you be offered and accept a position with us, the company requires all employees to agree to a binding arbitration agreement to certain disputes.
Submission of your application confirms your “opt-in” desire to receive additional phone, text and email communications from the FirstCash Talent Acquisition Team. These communications include information about the specific job being applied for and other potential opportunities available within the FirstCash job opportunity network. Message and data rates may apply. You can unsubscribe to text messages by replying STOP within the message at any time. You can unsubscribe from email communications by clicking unsubscribe, within the email, at any time. Visit https://firstcash.com/privacy-policy for additional questions or information.
FirstCash Holdings, Inc. is an Equal Opportunity Employer