Office of the President Agent

Description (Why Work Here)

We Create Opportunity ERC is a growing full service, end-to-end provider for every aspect of the customer life-cycle servicing clients nationwide with 4,000 employees across 7 locations.  Because of our relentless dedication to deliver nothing less than exceptional, our company continues to grow.  Join us and you will too.  We’ll provide you with the tools, training and a team who will guide you and help you grow.  And along the way you’ll work with smart, fun people while receiving a great benefits package and earn some serious perks.    
  • Competitive salary
  • Uncapped referral bonus potential
  • Employee perk discounts that include local restaurants, gym memberships, event tickets, and more. 
  • Opportunities to gain valuable professional skills through on-going training
  • Career growth opportunities<

Responsibilities (Who we're looking for)

We Don’t Breed the Weak

 

Let’s keep it real.  We haven’t gotten this far by simply checking the boxes and delivering the bare minimum.  We are a team of real go-getters – the kind of people who seek out challenges, attack the day and outperform themselves.  Bottom line, you have the opportunity to elevate your career by giving 100% every day to reach your full potential and prove to ERC you want to be more than average.

 

Minimum Qualifications:

  • Minimum 1 year of customer service, dispute resolution, or compliance related activities.
  • Effective communication and interpersonal skills both oral and written; Strength in collaborating within team and cross-functionally up to and including the executive leadership level.
  • Strong ability to prioritize, plan, and execute.
  • Ability to read and interpret regulations, laws, contracts, statements of work, and business requirements.
  • Ability to multi-tasks while maintaining careful attention to detail.
  • Ability to work with a sense of urgency to meet deadlines and address competing priorities.
  • Proficient in Microsoft Office software including Word, Excel, PowerPoint, Outlook, Access, and SharePoint.
    High School Diploma (or equivalent) required
  • Associates Degree in business or communication, or equivalent combination of education and experience preferred.

Qualifications (Why this position)

We Don’t Believe In Limits

 

We thrive on challenges, embrace the unknown and lead with an innovative spirit. And we embrace our diverse team – because our ideas come from all angles, perspectives and corners of the world.

 

The Escalations Agent is responsible for resolving internal consumer escalations, responding to consumer complaints, and addresses Baiting calls received via various intake channels, as well as working with Operations, OOP, and Legal to assist in resolving highly escalated issues.

 

Responsibilities include, but are not limited to the following:

 

  • Speaks with consumers to address highly escalated items and provides solutions in the event Operations needs assistance while remaining within legal guidelines and client SLA.
  • Researches all internal consumer complaints and escalations received via Phone, Customer Care, ERC Help, Correspondence, or any other intake channel available to consumers.
  • Assist in addressing SIF closures, to accurately ensure customer accounts are closed correctly and clients are notified properly.
  • Review and addressing of all Hot Comments made and notated by ERC employees on customer accounts, to ensure all parties are addressed, Investigation Advisories are sent as required, and trigger words updated.
  • Completes client specific escalations or consumer complaints and ensures proper research is conducted and factual data is provided, while within client SLA (required time frames)
  • Maintains records of complaint issues, research, and resolutions within the Compliance Incident Management (CIM).
  • Responsible for communicating complaint information to Clients or Client Services, via their respective systems or designed communication methods. (IE. NeuAanalytics, Archer, Emails, spreadsheets)
  • Other duties as assigned.

 

RESUME SUBMISSION REQUIRED FOR CONSIDERATION

 

ERC is an Equal Opportunity Employer.

Job Overview

Date Posted

08/18/2021

Department

Quality Assurance

Location

Santo Domingo, Distrito Nacional, DO

Wage/Bonus/Pay:

Crissi Lahmers

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https://ercbpo.com/careers/apply/?c=Dominican Republic&site=Naco&jobid=8955

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