Customer Advocate

Description Summary/Objective The Customer Advocate, Account Operations I is responsible for processing account adjustments with consistency & accuracy as well as act as a subject matter expert for the processes they support. The ideal candidate will also be open to feedback to improve performance and regularly partner with teammate for ongoing training and development. Key tasks include but are not limited to due date changes, settlements, modifications, and extensions. , Essential Functions Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Completes work with a accuracy and timeliness.
• Displays partnership and provides a consistent customer experience to internal customers.
• Communication, written and verbal, is professional and courteous, capable of speaking up when issues are identified within processes.
• Consistently looks for opportunities to improve their own performance within the team.
• Willing to support teammates during absenteeism for PTO or other out of office needs
• Is dependable regarding attendance and considers teammate and impacts to their own absenteeism
• Can resolve issues with low level issues with little/no supervision.
• Completes and passes all company required training courses by assigned due date(s).
• Other tasks as assigned.

Qualifications

• Knowledgeable of all assigned processes
• Able to proactively engage conversation to ask for assistance as needed.
• Takes time to ask and understand the why behind processes
• Self-starter\Proactive approach to potential barriers identified
• Displays initiative within the team without overstepping their current role
• Communicates clearly, concisely, and professionally with cross functional team member (verbal and written)
• Useful in providing feedback as needed for projects after relevant timeframe of training
• Effective display of Guiding Principals
• Strong sense of partnership and works well with cross functional teams
• Ability to prioritize and manage multiple responsibilities efficiently and with minimal guidance
• Ability to work in a fast-paced environment
• Ability to support multiple processes as needed
• Good Critical thinking skills and understands the value of it
• Proficiency in MS office (Outlook, Word, Excel) as well as internet navigation is a plus but 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 with some schedule variations as needed. Travel This position will not require travel. 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. 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. California Privacy Notice As an employer of California residents, we are dedicated to protecting your privacy rights. Any personal information you provide during the application process will be used solely for permitted internal purposes and will be handled in accordance with applicable privacy laws. By applying to this position, you consent to the collection, use, and disclosure of your personal information as described in our Employee Privacy Notice .