Customer Resolution Specialist

Concora Credit Inc.•Akron, OH

1d•Hybrid

About The Position

As a Customer Resolution Specialist, you’ll help drive Concora Credit’s Mission to enable customers to Do More with Credit – every single day. Our Executive Response Team provides a top-tier customer experience. We are responsible for supporting our customers by reviewing and resolving escalated customer feedback. We provide in-depth training that may last up to 5 weeks before transitioning you to working with more senior peers. We want to ensure your success, so our training is 100% mandatory. We are unable to accommodate any tardiness or time off during our new hire training. Scheduled workdays are typically 8 hours a day, with schedules Monday – Friday from 8:00AM-5:00PM. We hire people, not positions. That's because, at Concora Credit, we put people first, including our customers, partners, and Team Members. Concora Credit is guided by a single purpose: to help non-prime customers do more with credit. Today, we have helped millions of customers access credit. Our industry leadership, resilience, and willingness to adapt ensure we can help our partners responsibly say yes to millions more. As a company grounded in entrepreneurship, we're looking to expand our team and are looking for people who foster innovation, strive to make an impact, and want to Do More! We’re an established company with over 20 years of experience, but now we’re taking things to the next level. We're seeking someone who wants to impact the business and play a pivotal role in leading the charge for change. This position is remote; however, there may be times, such as for training or IT-related support, when we ask Team Members to come onsite. We know experience comes in many forms and that many skills are transferable. If your experience is close to what we're looking for, consider applying. Diversity has made us the entrepreneurial and innovative company that we are today.

Requirements

High School diploma or GED.
Previous experience with dispute investigation and/or escalated call handling is preferred.
Working knowledge within Windows Operating Systems or equivalent.
Thrive in a fast-paced, high-volume environment.
Be proficient with technology and using multiple systems.
Possess a high level of understanding, patience, and empathy. Ability to navigate more difficult conversations/interactions with professionalism.
Commitment to continuous growth and learning.
Ensure privacy and security practices are always followed.
Have appropriate remote work set-up, such as a quiet space, stable internet connection, and a backup location in case of issues with the primary location. While the position is primarily remote, you may be asked to come onsite for additional training or other business needs.

Responsibilities

Review and assess account documentation to determine the root cause of escalated customer feedback.
Review and assess escalated situations to determine the best resolution.
Review telephone calls between customers and associates, providing a written recap of conversations.
Document complaints/review results/opportunities/potential resolutions and monitor key trends.
Analyze data for trends, business risk and customer experience impact.
Assist with account resolution by contacting the customer directly, may involve in phone or written communication, providing a positive experience and ensuring complaint resolution.
Assist management with onboarding new team members.
Assist management team in implementing new policies and/or procedures.
Advocate suggestions for improved customer or team member experience, by vocalizing trends and offering suggestions for improvements to processes, policies, or products.
Collaborate with team members in other business areas to investigate, resolve or be a resource to teammates.
Maintain a high level of professionalism, with internal & external customers, and confidentiality.
Meet department goals and standards.
Take on other duties, and ad hoc tasks, as assigned.
These duties must be performed with or without reasonable accommodation.

Benefits

Medical, Dental, and Vision insurance for you and your family
Paid Time Off (PTO)
6 company-observed paid holidays, plus 3 paid floating holidays
401k (after 90 days) plus employer match up to 4%
Pet Insurance for your furry family members
Early access to earned wages with Payactiv
Wellness perks including onsite fitness equipment at both locations, EAP and access to the Headspace App
Tuition Reimbursement
Flexible Spending Accounts
Life and AD&D Insurance
company paid Long-Term Disability and voluntary Short-Term Disability