What makes an AFF Customer Advocacy Specialist:

• The Customer Advocacy Specialist acts as a fair and impartial advocate and arbiter who protects consumer’s rights, upholds laws and regulations by investigating complaints and ensures AFF Policies & Procedures are followed. The Customer Advocacy Specialist investigates complaints, interviews the parties involved in the dispute and using mediation techniques, works to help the consumer to understand AFF’s perspective and reach a mutually beneficial agreement.
• Deliver a first-class customer experience that represents AFF’s Core Values!
• Someone who is passionate about personal and organizational success!

What we offer:

• Competitive Compensation!
• Paid Time Off, 401K Matching, Medical, Dental, and Vision Benefits!
• High-growth organization with advancement opportunities!
• Diverse, Collaborative, & Fun Work Environment!

Roles and Responsibilities:

• Investigate complaints, interview the parties involved in the dispute and using mediation techniques work to help the consumer to understand AFF’s perspective and reach a mutually beneficial agreement.
• Engages in resolving customer and dealer issues and complaints concerning matters, such as merchandise, service, and billing.
• Review’s customer-complaint correspondence, handles difficult customer complaints personally.
• Confers with supervisory or managerial personnel to recommend changes in order to avoid recurring customer complaints.
• Explain to customer by telephone or letter action taken on complaint and follow up with customer to see that complaint was satisfactorily resolved.
• Prepare written documentation for follow-up or due diligence.
• Other operational duties as assigned.

Qualifications:

• Minimum of 3 years of Complaint Resolution experience.
• Excellent interpersonal, oral and written communication skills.
• Ability to plan, prioritize and organize workloads.
• Ability to manage and delegate multiple concurrent priorities and meet deadlines.
• Able to solve practical problems and deal with a variety of situations where limited information and facts are available.

Bonus Skills:

• Experience in Financial Services industry in an operational capacity.
• Fluent in Spanish (oral and written).
• Prior experience and knowledge of installment and lease/rent to own agreements.

Job Type: Full-time

Pay: $20.00 - $25.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 3 years

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Ability to commute/relocate:

• Coppell, TX: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor's (Preferred)

Experience:

• Complaint Resolution: 3 years (Preferred)

Language:

• Spanish (Preferred)

Work Location: One location

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