Specialist, Complaints Management
Description
Essential Functions:
Provides written response to regulatory and consumer agency complaintsAnalyze complaints for source, problem type and complexity, categorize for level of needed investigation and coordination with the business to resolveEvaluates account history, including notes and phone calls to ensure consistent practices in accordance with policies, procedures and all state/federal lawsPartners with servicing and support departments to identify root cause of issues and solutions to escalated complaintsAbility to utilize tools and resources effectively to work with minimal guidanceDemonstrates strong time management skills to prioritize case loadDelivers and manages quality customer service experience during the complaint resolution processDisplays skills important to our Customer Experience through actively collaborating, truly listening, showing respect, and keeping promisesCross train in multiple departments and disciplines to increase overall knowledge and allow for quicker complaint resolutionsThe ability to identify defects or errors in process or procedures and provide feedback and appropriate solutions to manager regarding recurring trends for process improvementBuilds effective relationships with business to resolve customer issuesAttends meetings with other departments to maintain a working knowledge of their current process and potential strugglesCalibrates with peers and management on previous resolutions to ensure accuracy and consistency of handling and processContinuously evaluates and enhances workflow to implement best practicesMaintains a comprehensive working knowledge of all systems, policies and proceduresPerforms training with new hires and with existing associatesAbility to take on additional projects and responsibilities on behalf of Executive OfficeMay perform other Executive Office functions as neededOther Functions:
Perform other duties and special projects as assigned.
Requirements:
Bachelor's degree in a related field, or equivalent combination of education and experience, requiredFive (5) - seven (7) years of experience in a Servicing/Originations role (auto financing preferred), or related experience required; or has proven they can excel in all Essential FunctionsExperience in successfully addressing urgent high risk customer situationsAbility to maintain confidentialityExcellent written and verbal communication skillsExcellent organizational and time management skillsExcellent communication, negotiation and closing skills a mustWorking Conditions:
The working conditions described here are representative of those an employee encounters while performing the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Overtime work may be required throughout the yearShifts and/or schedules may change throughout the year as dictated by management and business needsTravel to multiple facilities may be required.
May be able to lift, push, or pull materials weighing up to twenty (20) pounds.
May be required to sit and review information on a computer screen for long periods of time.
May require repetitive motions of the hands and wrist related to writing and typing at an electronic keyboard.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
Essential Functions:
Provides written response to regulatory and consumer agency complaintsAnalyze complaints for source, problem type and complexity, categorize for level of needed investigation and coordination with the business to resolveEvaluates account history, including notes and phone calls to ensure consistent practices in accordance with policies, procedures and all state/federal lawsPartners with servicing and support departments to identify root cause of issues and solutions to escalated complaintsAbility to utilize tools and resources effectively to work with minimal guidanceDemonstrates strong time management skills to prioritize case loadDelivers and manages quality customer service experience during the complaint resolution processDisplays skills important to our Customer Experience through actively collaborating, truly listening, showing respect, and keeping promisesCross train in multiple departments and disciplines to increase overall knowledge and allow for quicker complaint resolutionsThe ability to identify defects or errors in process or procedures and provide feedback and appropriate solutions to manager regarding recurring trends for process improvementBuilds effective relationships with business to resolve customer issuesAttends meetings with other departments to maintain a working knowledge of their current process and potential strugglesCalibrates with peers and management on previous resolutions to ensure accuracy and consistency of handling and processContinuously evaluates and enhances workflow to implement best practicesMaintains a comprehensive working knowledge of all systems, policies and proceduresPerforms training with new hires and with existing associatesAbility to take on additional projects and responsibilities on behalf of Executive OfficeMay perform other Executive Office functions as neededOther Functions:
Perform other duties and special projects as assigned.
Requirements:
Bachelor's degree in a related field, or equivalent combination of education and experience, requiredFive (5) - seven (7) years of experience in a Servicing/Originations role (auto financing preferred), or related experience required; or has proven they can excel in all Essential FunctionsExperience in successfully addressing urgent high risk customer situationsAbility to maintain confidentialityExcellent written and verbal communication skillsExcellent organizational and time management skillsExcellent communication, negotiation and closing skills a mustWorking Conditions:
The working conditions described here are representative of those an employee encounters while performing the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Overtime work may be required throughout the yearShifts and/or schedules may change throughout the year as dictated by management and business needsTravel to multiple facilities may be required.
May be able to lift, push, or pull materials weighing up to twenty (20) pounds.
May be required to sit and review information on a computer screen for long periods of time.
May require repetitive motions of the hands and wrist related to writing and typing at an electronic keyboard.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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