Advance America Standard Operating Procedures Specialist in Spartanburg, South Carolina


This position reports to the SOP Manager and is responsible for assisting in developing and maintaining the Standard Operating Procedures (SOPs) for the Contact Center (CC) and online product. This position will help to ensure that all documented SOPs are clear, concise, consistent, and correct. Other duties as assigned.



  • Document, answer questions, and obtain solutions for Standard Operating Procedures issues raised by Contact Center management.

  • Complete special projects for managers, directors, and Vice Presidents of Operations, Contact Center, and Digital Lending.

  • Other duties as assigned.


  • Create and maintain Standard Operating Procedures in the company’s SOP content management

  • Prepare proposed Standard Operating Procedures content for entry by compiling and organizing content, establishing priorities, resolving incomplete and unclear

  • Initiate and follow up on Standard Operating Procedures additions, changes, and

  • Improve the Standard Operating Procedures management process by studying and evaluating current process and making revision

  • Adhere to all points of the


Understand, adhere to, and enforce all corporate policies, including, but not limited to, Advance America’s Creed, Code of Ethics, and Information Security Policies.


Equivalent Education Level Required: High school degree required.

Experience Required: Demonstrated ability to provide administrative support. Previous experience with a document or content management software is a plus.

Knowledge Required: Exceptional written communication and document drafting skills required, as well as excellent verbal communication skills as would be needed to in person, by phone, and through email; adaptability to changing environment; comfortable working in a dynamic, high volume, fast-paced environment; ability to read, write, evaluate, and apply information; ability to interact professionally and exhibit appropriate social skills; ability to understand and ensure compliance with policies, procedures, and laws governing our industry, business and products; and an ability to develop and maintain business relationships. This position requires a good understanding of Microsoft Word and Excel, and the ability to learn new software.

Physical Requirements: Sitting for long periods of time; standing occasionally; walking; bending; squatting; kneeling; pushing/pulling; reaching; twisting; frequent lifting of less than 10 lbs., occasional lifting of up to 20 lbs.; typing; data entry; grasping; transferring items between hands and/or to another person or receptacle; use of office equipment to include computers; ability to travel to, be physically present at, and complete the physical requirements of the position at any assigned location.

Travel:Travel may be required monthly to both CC sites.

Attire:Professional attire (as required by company standards).

Other:Must be eligible to work in the USA and able to pass a background check.


Requisition ID2018-8763

Address135 N. Church Street

CategoryOperations Customer Service

Position TypeRegular Full-Time