Job Description
Job DescriptionCustomer Advocacy Specialist! Join the Team at American First Finance. as a Customer Advocacy Specialist! The Customer Advocacy Specialist acts as a fair and impartial advocate and arbiter who protects consumers' rights, upholds laws and regulations by investigating complaints, and ensures AFF Policies & Procedures are followed. This role involves investigating complaints, interviewing the parties involved in disputes, and using mediation techniques to help consumers understand AFF’s perspective and reach mutually beneficial agreements. The goal is to deliver a first-class customer experience that represents AFF’s Core Values.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
Essential Duties & Responsibilities
- Investigate complaints, interview the parties involved in disputes, and use mediation techniques to help consumers understand AFF’s perspective and reach mutually beneficial agreements.
- Resolve customer and dealer issues and complaints concerning merchandise, service, and billing.
- Review customer-complaint correspondence and handle difficult customer complaints personally.
- Confer with supervisory or managerial personnel to recommend changes to avoid recurring customer complaints.
- Explain actions taken on complaints to customers by telephone or letter and follow up to ensure satisfactory resolution.
- Prepare written documentation for follow-up or due diligence.
- Perform other operational duties as assigned.
Minimum Requirements & 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 the 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.
About FirstCash Holdings, Inc. (size 14, bold, general font size 12)FirstCash Holdings, Inc. is the leading international operator of pawn stores and a premier provider of technology-driven point-of-sale payment solutions, both dedicated to serving cash- and credit-constrained consumers. With over 3,000 pawn stores across 29 U.S. states, the District of Columbia, and Latin America—including Mexico, Guatemala, Colombia, and El Salvador—FirstCash offers a diverse selection of pre-owned jewelry, electronics, tools, appliances, sporting goods, musical instruments, and more. In addition, our stores provide small, non-recourse pawn loans secured by pledged personal property, offering accessible financial solutions to the communities we serve. Through our wholly owned subsidiary, American First Finance (AFF), FirstCash also delivers lease-to-own and retail finance payment solutions for consumer goods and services. With a nationwide network of over 13,000 retail merchant partners, we help customers access flexible financing options tailored to their needs. With a workforce of approximately 20,000 employees across the U.S. and Latin America, FirstCash is committed to excellence, innovation, and financial inclusion. As a recognized industry leader, the company is a proud component of both the S&P MidCap 400 Index® and the Russell 2000 Index®, reflecting our strength and stability in the market. Join FirstCash and be part of a company that values integrity, customer service, and growth ---------------------------------------(size 10)Note: The information contained in this description is not intended to be an all-inclusive list of the duties and responsibilities of this job or the skills and abilities required to do the job. Management has the discretion to assign/reassign duties and responsibilities to this job at any time. Duties and responsibilities may be subject to change at any time due to reasonable accommodation or other reasons. Submission of your application confirms your “opt-in” desire to receive additional phone, text and email communications from the FirstCash Talent Acquisition Team. These communications include information about the specific job you applied for and other potential opportunities available at FirstCash. Message and data rates may apply. You can unsubscribe to text messages by replying STOP to the message at any time. You can unsubscribe from email communications by clicking unsubscribe, within the email, at any time. Visit https://firstcash.com/privacy-policy for additional questions or information.FirstCash Holdings, Inc. is an Equal Opportunity Employer FirstCash Holdings, Inc. is committed to the full inclusion of all qualified individuals. In keeping with this commitment, FirstCash will ensure that individuals with disabilities are provided with reasonable accommodation. Accordingly, if a reasonable accommodation is required to fully participate in the job application or interview process; to perform the essential functions of the job; and/or to receive all other benefits and privileges of employment, please contact Human Resources at Recruiter_US@firstcash.com or (800)645-2611 Ext. 1