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JOB DESCRIPTION
Location Requirement:
This role can work remotely anywhere in the United States.
The expected working hours for this role will be:
Monday through Friday, 9:30 am-6:00 pm PST
Job Summary:
The Corporate Resolutions Specialist is responsible for resolving the most escalated customer-initiated issues to the highest professional standards. The objective of the position is to advocate for our Customers by delivering world-class customer service and managing all escalations to attain the best possible response/resolution. In Green Dot Customer Escalations, we continually seek individuals with a keen passion for delivering exceptional customer experiences, a desire to make a positive impact, a commitment to their work, the ability to elevate the performance of their team members and display enjoyment for solving complex customer issues.
Key Responsibilities:
- Ensure that all customer escalations and complaints are managed to excellent professional standards and within Green Dot terms and policies.
- Receive inbound contacts calls and complete outbound contacts (callbacks, responses, etc.) to ensure that all queues are maintained, and all service levels are met. Maintain personal and team accountability for productivity and efficiency.
- Demonstrate ownership of customer issues and work proactively with Green Dot business units, partners and vendors to manage issues through to a complete resolution in a timely manner.
- Demonstrate sound negotiation, problem-solving and conflict resolution skills by working to resolve issues within your own authority and parameters whenever possible, while utilizing sound judgment to understand when it will be both effective and necessary to escalate to a higher authority.
- Demonstrate the ability to understand the big picture and identify the underlying drivers causing complaints by capturing, reporting and analyzing systematic issues and recommending solutions to improve processes and products.
- Advocate as the “voice of the customer” to Green Dot. Proactively make recommendations to address the root causes of escalations and complaints by leveraging escalation contacts and processes.
- Understand current business processes and tools that impact our customers and work with the manager and the necessary owners internally to resolve any issues and fix processes.
- Share information and knowledge with other team members to recognize and reduce the number of repeated issues.
- Capture all pertinent customer contact information accurately and concisely within the data capture systems and ensure data is properly maintained.
- Follow escalation and complaint procedures in order to ensure that all customer escalations and complaints are tracked, and all relevant parties are informed of actions taken to resolve issues.
- Utilize appropriate tools to ensure the customer receives relevant information and identify knowledge gaps and/or outdated policy/procedure which caused frontline efforts to fail.
- Support Green Dot employees and executives with resolving customer issues.
- Maintain contact with all other relevant customer groups within Green Dot to ensure support for resolution of customer issues, consistency of approach and smooth cross-department cooperation.
- Actively participate in ensuring that Green Dot knowledgebase is up to date.
- Participate in team meetings, discussions and other activities as required in order.
- Perform other duties as assigned.
Required Qualifications:
- Minimum 3 years of customer service experience required.
- Previous corporate escalations or higher tier experience desired.
- Exceptional verbal and written communication skills.
- Ability to communicate effectively with all levels of management and company personnel.
- Exceptional problem-solving skills.
- Highly effective organizational skills.
- Demonstrated negotiation and conflict management skills.
- Proficiency in MS Outlook, Word, PowerPoint and Excel skills required.
- Proven success working in a collaborative team within a fast-paced, highly visible, customer-centric and focused environment.
- Ability to work seated for a prolonged period of time.
- Ability to work independently and follow directions related to your job with little follow-up by your manager.
**Ability to work in the U.S. without sponsorship**
**Ability to meet the location requirement outlined above**
POSITION TYPE
Regular
PAY RANGE
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We’re Here to Support You—Accommodations Upon Request
Green Dot is committed to providing an inclusive and accessible hiring experience for all candidates. If you require a reasonable accommodation during any part of the application or interview process, we encourage you to let us know. We will work with you to meet your needs in a way that respects your privacy and ensures equal opportunity. Our goal is to support every applicant in showcasing their talents and potential.
Work Authorization Requirement
At Green Dot Corporation, we value diversity and strive for fair and inclusive hiring practices. However, we are currently unable to offer visa sponsorship. All applicants must be legally authorized to work in the United States at the time of application and throughout the duration of employment, without the need for current or future sponsorship.
Important Notice on Application Accuracy
We value integrity in our hiring process. Please ensure that all information provided in your resume and application is accurate and authentic. Submissions found to be fraudulent or misleading will result in disqualification from consideration, and any offers extended may be rescinded.
