Customer Advocate

Flagship Credit Acceptance LLC in Irving, TX

  • Industry: Retail - Customer Service/Sales
  • Type: Full Time
position filled

Description

Position Summary :

The Customer Advocate I will investigate and propose responses to complaints and related activities, in partnership with the Company’s Legal and/or Compliance Departments. Complaints can be from a variety of sources, such as customers, regulators, or attorneys and have levels of risk associated with it. The incumbent will be responsible for thoroughly investigating these matters, and providing a factual narrative with supporting documents to the Legal Department, customers and entities. 

 With supervision, may draft responses to customers, with guidance from the Legal Department, perform root cause analysis, and provide a summary of findings to the Compliance Department. The incumbent will assist with identifying trends to set up improvement plans.

  Essential Functions and Responsibilities :

  • Correspond with Credit Bureaus related to investigations on reported account information.
  • Responsible for the resolution of customer complaints related to any expression of dissatisfaction by a customer.
  • Perform root cause and trending analysis to identify gaps requiring the development or enhancement of training, policy and procedures.
  • Potential Functions and Responsibilities:

  • Work with Management if any gaps are identified in the process.
  • Work with Legal Department and/or Business on customer complaint resolution.
  • Assist with the creation of template responses for routine complaints and assist in performing thorough factual analysis related to complaints and litigation, at the direction of the legal department.
  • Write detailed factual narratives summarizing results of an investigation and including all relevant supporting documents.
  • Distinguishing routine complaints from escalated complaints.
  • Maintain comprehensive records for all concerns and/or findings during the process. Must also document all corrective action taken as a result of the findings.
  • Provide exemplary customer service in resolving issues identified.
  •   Qualifications :

  • Excellent communication skills (both verbal and written).
  • Extremely strong analytical skills and attention to detail.
  • Must be self-motivated and know when to seek guidance.
  • Must have the capacity to handle multiple tasks simultaneously.
  • Must have the ability to work independently and as a team member.
  • Customer Service experience with a background in root cause analysis, report preparation, trend tracking and customer correspondence.
  • Skilled in preparing and delivering presentations; multitask management strongly desired.
  • Prior consumer finance industry experience.

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