Executive Response Manager jobs in Akron, OH

Executive Response Manager oversees the resolution of customer complaints that have escalated to the highest level within the organization. Acts as a liaison with product/service suppliers to determine validity of complaints and design and implement product or process change to reduce the number of complaints. Being an Executive Response Manager requires a thorough knowledge of the products/services offered and extensive customer service skills. Exercises a large degree individual discretion. Additionally, Executive Response Manager may require a bachelor's degree in area of specialty. Typically reports to a supervisor or manager. To be an Executive Response Manager typically requires 4 to 7 years of related experience. Contributes to moderately complex aspects of a project. Work is generally independent and collaborative in nature. (Copyright 2024 Salary.com)

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Team Lead, Executive Response Team
  • Concora Credit Inc.
  • Akron, OH FULL_TIME
  • Overview

    We hire people, not positions. That's because, at Concora Credit, we put people first, including our customers, partners, and Team Members.

     

    Concora Credit is guided by a single purpose: to help non-prime customers do more with credit.

     

    Today, we have helped millions of customers access credit. Our industry leadership, resilience, and willingness to adapt ensure we can help our partners responsibly say yes to millions more.

     

    As a company grounded in entrepreneurship, we're looking to expand our team and are looking for people who foster innovation, strive to make an impact, and want to Do More!

     

    We’re an established company with over 20 years of experience, but now we’re taking things to the next level. We're seeking someone who wants to impact the business and play a pivotal role in leading the charge for change.

     

    Join the nation’s leader in second-look finance servicing as our Team Lead, Executive Response Team

     

    The impact you’ll have at Concora Credit:

    The Team Lead, Executive Response (Complaint) Team works directly with customer resolution specialists, consumers, bank partners, and leadership from other business areas on escalated cases to resolve complaints and identify potential trends effectively and efficiently. Complies with all applicable regulations, internal policies, and procedures. Achieves established service levels and quality metrics for all assigned work. Promotes a positive work environment in all interactions with team members, internal and external customers. Additionally, the Executive Response Team Lead may work non-escalated cases and tasks as business needs dictate.

    Responsibilities

    As our Team Lead, Executive Response Team, you will:

    • Serve as a Complaint SME to lead and coach a team of Customer Resolution Specialists as they conduct investigations of consumer complaints. Assist the team in completing research using all of the available tools, analyze data, and document the investigation performed. Discuss the results of the research with the Customer Resolution Specialists in an educational, positive, and professional manner.
    • Accept and initiate escalated consumer calls when necessary to ensure that concerns are addressed quickly, and situations de-escalated when possible.
    • Advocate for customers by identifying trends in issues and suggesting improvements to processes, policies, and products.
    • Resolve complaints in an efficient and effective manner, process account maintenance and monetary adjustments in accordance with policy and delegated authority, communicate the results of each investigation to the consumer, and document the results of the review performed.
    • Provide a high level of customer service by responding to customer complaints. Work directly with our issuing banks and leadership across the Concora Credit business to resolve escalated situations.
    • Comply with all applicable regulations, internal policies and procedures.
    • Achieve established service levels and quality metrics for all assigned work.
    • Assist Unit Manager with training and coaching employees and develop a work environment that promotes high motivation and customer satisfaction.
    • Reviews and run reporting to analyze volume, trends and take action to escalate concerns.  Completes additional reporting and special projects as assigned.

    These duties must be performed with or without reasonable accommodation.

     

    We know experience comes in many forms and that many skills are transferable. If your experience is close to what we're looking for, consider applying. Diversity has made us the entrepreneurial and innovative company that we are today.

    Qualifications

    Requirements:

    • 2 years prior experience with credit card programs or related financial services field.
    • High school diploma/GED.
    • Have appropriate remote work set-up - such as quiet space, stable internet connection, and a backup location in case of issues with the primary location. While the position is primarily remote, you may be asked to come onsite for additional training or other business needs.
    • Be proficient with technology and using multiple systems.
    • Excellent verbal and written communication; ability to communicate effectively with consumers, bank partners, and various levels of leadership.
    • Thrive in a fast-paced, high-volume environment.
    • Possess a high level of understanding, patience, and empathy. Able to navigate more difficult conversations/interactions with professionalism. 
    • Are committed to continuous growth and learning.
    • Ensure privacy and security practices are followed at all times.

    Preferred Requirement:

    • Previous lead, coaching or training experience.
    • Strong analytical skills.
    • Knowledge of all applicable rules, regulations, and laws.
    • Ability to always maintain high level of professionalism and confidentiality, in all situations.

     

    What’s In It For You:

    • Medical, Dental and Vision insurance for you and your family
    • Relax and recharge with Paid Time Off (PTO)
    • 6 company-observed paid holidays, plus 3 paid floating holidays
    • 401k (after 90 days) plus employer match up to 4%
    • Pet Insurance for your furry family members
    • Wellness perks including onsite fitness equipment at both locations, EAP, and access to the Headspace App
    • We invest in your future through Tuition Reimbursement
    • Save on taxes with Flexible Spending Accounts
    • Peace of mind with Life and AD&D Insurance
    • Protect yourself with company paid Long-Term Disability and voluntary Short-Term Disability

    Concora Credit provides equal employment opportunities to all Team Members and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

     

    Concora Credit Is an equal opportunity employer (EEO).

  • 20 Days Ago

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Business Analyst
  • Fleet Response
  • Hudson, OH FULL_TIME
  • Position Summary: Facilitates communication between IT and other operations and business departments as assigned. Works as the product owner in an Agile development framework, creating the user storie...
  • 25 Days Ago

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Client Engagement Support Specialist
  • Fleet Response
  • Hudson, OH FULL_TIME
  • Position Summary: Works closely with the Manager of Client Engagement to assist in facilitating the Fleet Response Client Engagement program including pulling together reports and presentations, sched...
  • Just Posted

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Call Center Representative
  • Fleet Response
  • Hudson, OH FULL_TIME
  • *$500 Sign On BONUS for Fleet Response’s Call Center* Fleet Response’s mission is to provide innovative and effective service to our clients and to maintain a high standard of professionalism and part...
  • 10 Days Ago

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Accounting Specialist
  • Fleet Response
  • Hudson, OH FULL_TIME
  • Fleet Response Accounting Department Job Description Position Title: Accounting Specialist Reports To: Accounting Supervisor Revised Date: February 16, 2024 FLSA Status: Non-Exempt POSITION SUMMARY Th...
  • 1 Month Ago

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Accounting Clerk
  • Fleet Response
  • Hudson, OH FULL_TIME
  • WHO WE ARE Fleet Response was named a 2023 Top Workplace by the Cleveland Plain Dealer for the 7th time. The 2023 award marks the fourth consecutive year Fleet Response has received this recognition. ...
  • 1 Month Ago

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0 Executive Response Manager jobs found in Akron, OH area

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Executive Director
  • Brookdale Senior Living
  • Alliance, OH
  • Overview The qualified candidate must have a minimum of two years of management, staff recruitment/retention and sales e...
  • 3/26/2024 12:00:00 AM

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Executive Director
  • Careerbuilder
  • Wickliffe, OH
  • Overview Make Lives Better Including Your Own . If you want to work in an environment where you can become your best pos...
  • 3/26/2024 12:00:00 AM

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Executive Director
  • Maltz Museum
  • Cleveland, OH
  • Position Overview The Executive Director (“ED”) is the chief executive officer of the Maltz Museum (“Museum”) and is app...
  • 3/25/2024 12:00:00 AM

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Administrator / Executive Director
  • Group Management Services
  • Medina, OH
  • Axis Home Healthcare is a leading provider of home healthcare services dedicated to improving the lives of our patients....
  • 3/25/2024 12:00:00 AM

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Hospice Executive Director - RN
  • LHC New
  • Richfield, OH
  • Summary We are hiring for an Executive Director in Hospice. At Caretenders Hospice, a part of LHC Group, we embrace a cu...
  • 3/25/2024 12:00:00 AM

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Executive Director Rn - Hospice
  • Careerbuilder
  • Richfield, OH
  • EXECUTIVE DIRECTOR RN - HOSPICE WANTED Our Executive Director will: Responsible for compliance with all regulations, law...
  • 3/25/2024 12:00:00 AM

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RN Executive Director Home Health
  • Heartland Home Health
  • Independence, OH
  • Our Company: Heartland Home Health is a member of the Gentiva family - an industry leader in hospice, palliative, home h...
  • 3/25/2024 12:00:00 AM

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Chief Executive Officer
  • The Diversity Center of Northeast Ohio
  • Cleveland, OH
  • OUR ORGANIZATION The Diversity Center of Northeast Ohio (DCNEO) is a dynamic and impactful non-profit organization dedic...
  • 3/24/2024 12:00:00 AM

Akron (/ˈækrən/) is the fifth-largest city in the U.S. state of Ohio and is the county seat of Summit County. It is located on the western edge of the Glaciated Allegheny Plateau, about 30 miles (48 km) south of Cleveland. As of the 2017 Census estimate, the city proper had a total population of 197,846, making it the 119th-largest city in the United States. The Greater Akron area, covering Summit and Portage counties, had an estimated population of 703,505. The city was founded in 1825 by Simon Perkins and Paul Williams, along the Little Cuyahoga River at the summit of the developing Ohio and...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Executive Response Manager jobs
$80,937 to $130,880
Akron, Ohio area prices
were up 1.6% from a year ago

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