Consumer Affairs Specialist

JOB TITLE: Consumer Affairs Specialist

Department: Compliance

Classification​: Non-Exempt

Reports To: Senior Vice President, Chief Compliance & Technology

SUMMARY:

Manages the operations of the consumer affairs.

ESSENTIAL RESPONSIBILITIES:

§ Provides specialized service to consumers who have experienced issues or problems with the services.

§ Documents consumer complaints; provides feedback to representatives after resolution of the complaint.

§ Updates procedures and processes, new products, or new technology.

§ Assist with training and onboarding for new employees.

§ Mentor and serve as back-up on call monitoring and quality assurance process.

§ Performs other related duties as needed.

COMPETENCIES:

§ Extensive knowledge of consumer affairs strategies and procedures.

§ Strong analytical and problem-solving skills.

§ Extensive knowledge of, or the ability to quickly learn, company’s products and services.

§ Proficient with Microsoft Office Suite or related software.

§ Verbal Communication - Speaks clearly and persuasively; Listens and gets clarification when necessary; Responds informatively to questions.

§ Written Communication - Writes clearly and concisely; Edits work; Varies writing style to meet specific needs; Presents data effectively; Able to read and interpret written information.

§ Professionalism – Maintains confidentiality. Approaches others in a polite and tactful manner; Maintains composure and reacts well under pressure; Treats others with respect and consideration; Accepts responsibility for own actions; Follows through on commitments.

§ Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives.

§ Quality - Demonstrates accuracy and thoroughness; Applies feedback to improve performance; Monitors own work to ensure quality.

§ Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with occasional change, delays, or unexpected events.

Required Education and Experience:

§ High school diploma or equivalent.

§ Minimum three years of related experience required.

Supervisory Responsibility: This position has no direct supervisory responsibilities.

Work Environment:

This position operates remotely and/or within in a professional office environment. This role routinely uses standard office equipment.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. While performing the duties of this position, the employee is occasionally required to sit and stand for extended periods; walk; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; talk or hear. The employee must occasionally lift or move office products and supplies, up to 20 pounds.

Work Authorization: Must be authorized to work in the United States.

Other Duties:

Please note this position description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this position. Duties, responsibilities and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Job Type: Full-time

Pay: $18.00 - $20.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Referral program
• Vision insurance
• Work from home

Shift:

• Day shift

Application Question(s):

• How proficient are in you in Microsoft office suite?
• How do you efficiently use your time at work?
• Please explain your knowledge and experience in Consumer Affairs.

Experience:

• Consumer Affairs: 3 years (Required)

Ability to Commute:

• Akron, OH 44311 (Required)

Work Location: Hybrid remote in Akron, OH 44311

Salary : $18 - $20