Summary/Objective

The Customer Advocate, Account Operations I is responsible for updating and validating customer account operations in their specific areas of expertise including but not limited to: deferments, modifications, and settlements. Key tasks include: completing account operations as well as investigating and resolving issues as outlined in ACA’s Policy, Procedures, and associated Exhibits. This role operates fully onsite in our Spartanburg, SC office.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Has a thorough understanding of some of the Account Operations processes and at least a basic understanding of all Account Operations processes.
• Advocates for a positive customer experience while handling or reviewing requests in an urgent and positive manner.
• Resolves to request correctly and timely within the appropriate SLA.
• Completes and pass all company required training courses by assigned due date(s).
• Provide process improvement recommendations, as applicable.
• Communication (written and verbal) is professional and courteous.
• Acts as an Account Operations subject matter expert for at least some Account Operations processes.
• Other tasks as assigned.

Qualifications

• Advanced proficiency in MS office (Outlook, Word, Excel, Power Point) as well as internet navigation
• Communicates clearly and concisely with cross functional team member (verbal and written)
• Ability to prioritize and manage multiple responsibilities
• Ability to work in a fast-paced environment
• Works well with cross functional teams
• Excellent analytical skills, strong sense of organization, detailed oriented
• Experience with Account Operations and basic knowledge of accounting systems
• A thorough understanding of the auto account lifecycle
• Ability to navigate originations system of record, servicing system of record, and documentation system of record
• Familiarity with running basic SQL queries, preferred (not required)

Supervisory Responsibility

This position has no supervisory responsibilities.

Work Environment and Physical Demands

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Position Type/Expected Hours of Work

This is a full-time position with a work schedule of Monday-Friday 8:00am - 5:00pm with some schedule variations as needed.

Travel

No travel is expected for this position.

EEO Statement

ACA provides equal employment opportunities (EEO) to all applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws.  ACA complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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