Job Summary:
In compliance with the company policies and procedures, the purpose of the Complaints Resolution Specialist is to monitor, track, research, and respond to borrower complaints received through non-regulatory channels including but not limited to: written, email, phone, BBB, Google, Facebook, First party contacts, Executive complaints, etc.
Also, this team is responsible for one-call resolution on complaint calls that come in through the queue.
This team is responsible for 2nd level support to assist agents with supervisor calls and answering questions.
This team serves as the internal contact for complaint resolution.
Essential Functions:
Ongoing monitoring of complaints and disputes across all channels.
Track complaints through the complaint capture process from initial complaint to resolution and root cause meeting SLAs.
Research borrower’s accounts, documents, etc.
against the complaints received.
Write a clear summary of the problem and resolution.
2nd level support for team for supervisor calls, coaching, and direct calls for customer complaints and escalated issues.
Perform professional and comprehensive issue resolution and service to build strong dealer relationships.
Work with various Aqua departments to facilitate resolution.
Interact with internal leadership, legal, and compliance as needed.
Communicate findings and resolution directly to the borrower.
Respond to public review boards and non-regulatory bodies with approved Aqua responses.
Assist with special projects as needed.
Required Education and Experience:
High School Diploma or GED equivalent.
Bachelor’s degree preferred
2 years Customer Experience or Complaint management experience required
Leadership experience beneficial
Bilingual (English and Spanish) candidates strongly preferred
Ability and willingness to provide excellent customer service to resolve problems, answer questions, and manage difficult situations that arise.
Strong verbal and written communication skills and interpersonal skills with the ability to interact with different groups/individuals in a professional manner
Strong research and analytical skills, with attention to detail
Strong problem-solving skills, with the ability to seek out and offer business-oriented and customer-oriented solutions
Ability to prioritize and handle multiple tasks with a high level of efficiency and flexibility
Ability to use a computer, fax or telephone application to manage large amounts of information, including creating and editing simple databases, systems, and software by inputting data, retrieving specific documents, and creating reports to communicate information.
Ability to apply basic mathematical concepts.
Ability to apply training/instructional methods and procedures appropriate for the situation when learning or teaching new job duties.
Pay Range:
$21.
49 - $34.
38 (Hourly)
For an all-PM shift, a $3 shift differential will be applied for all hours worked.
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