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Job Details

Requisition Number 17-0083
Post Date 8/9/2017
Title Customer Experience Representative
City Escondido
State CA
Description The Customer Experience Representative (“CER”) will help drive quality at ARS by bearing responsibility for listening and scoring Production’s recorded calls to ensure all client, legal and ARS requirements are met in each call. CERs will also be responsible for knowing and applying all legal, ARS and client-specific requirements while ensuring Account Representatives execute calls in a compliant manner. The CER will also be responsible for reviewing account notes for accuracy.

Essential Duties:

• Retrieve and score calls based on ARS and/or client requirements
• Ensure that information stored in the QA database is accurate
• Review account documentation to ensure it matches the call and that the necessary details are captured
• Update Excel spreadsheets if an Exception is found and save call in the appropriate folder for CE and Production review.
• Support other departments in retrieving required calls (Customer Relations, Training, Supervisors, etc.)
• Language translations as needed
• Special projects and other duties as assigned
• Forward daily call review summaries to Senior CERs
• Participate in client and Production call calibration sessions to ensure ARS and client standards are being upheld
• Review Supervisor Call Review forms for confirmation of completion
• Receive call findings from clients, review findings to confirm or possibly dispute, and forward to Production if necessary
• Review daily, weekly and/or monthly client requested calls and forward any findings to Senior CERs
• Complete client audit related deliverables as assigned


• Written communications- possess excellent communication and presentation skills
• Integrity and Trust-Commitment to excellence and high standards; attention to detail, keeps confidences
• Organization - Ability to manage multiple priorities and workflow simultaneously with discretion, accuracy, and attention to detail with strong problem-solving and analytical skills
• Composure - Ability to work effectively under pressure, meet deadlines, maintain objectivity, and make timely decisions
• Interpersonal Savvy -Ability to effectively communicate with people at all levels and from various backgrounds, maintaining a professional appearance, demeanor and enthusiasm
• Dealing with Ambiguity - Versatile, flexible, good judgment and a willingness to work within constantly changing priorities
• Approachability - is easy to approach and talk to; builds rapport well

Technical and/or Functional Skills & Knowledge
 Experience with MS Word, PowerPoint, Excel, and Outlook. Access a plus.
 Knowledge of FDCPA, GLBA, CFPB and regulatory guidelines affecting third party collection
 Knowledge of CUBS preferred
 Fluency in other languages a plus


 Ability to satisfactorily meet ARS’s criminal background investigation criteria
 Ability to sit for extended periods of time

Requirements Please see above
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