Escalations Specialist

Resources to help you prosper

• Compensation & Bonus: $21/hr + monthly bonus

• Work-Life Balance: Hybrid schedule with just two collaborative days in-office (Wed/Thu).

• Comprehensive Health & Wellness: 100% employer-paid health, dental, and vision insurance premiums.

• Rest & Time Off: 20 days of paid time off in your first year (increasing annually) plus paid company holidays.

• Continuous Learning & Family Support: Free access to Udemy courses, child and pet care credits via Urban Sitter, Rocket Lawyer legal support, and more.

• Daily Perks & Community: Onsite kitchen loaded with snacks and monthly catered team lunches.

How you'll make an impact

• Provide world class customer service in all consumer based interactions demonstrating active listening, empathy and clear communication

• Resolved all forms of general customer complaints and inquiries from escalated tickets, including supporting larger team by handling escalated calls where the customer requests to speak with a supervisor

• Research check payments through check processing systems to ensure payments applied correctly

• Review calls to validate customers complaints and concerns, properly de-escalate customer concerns with appropriate follow-up, issue resolution, and solutions

• Provide outbound call support as needed to close escalated related issues, system failures or immediate remediation projects/processes

• General servicing and response to customer escalations and aid customers with online chat, email, and phone correspondence quickly and efficiently, often producing creative solutions 

• Own ticket and call completion within associated SLAs (Service Level Agreement)

• Assist on CCPA and SCRA complaints

• Follow procedures and policies for assisting customers and documenting each contact

• Manage various queues in Zendesk while managing individual assigned tickets and tasks

• Adapt to procedural and policy changes as published and according to training delivered 

• Proactively identify trends and make recommendations for improvement

• Achieve performance objectives relating to Productivity, Quality & Compliance, and Customer Satisfaction

• Communicate operational issues that could negatively impact the Borrower/Lender experience

Skills that will help you thrive

• High School diploma (or GED) with a minimum of 2+ years telephone operations or business administration experience required

• Ability to provide an outstanding customer service

• Flexible availability to work hours of operation that currently include early mornings, evenings, and a hybrid working environment (In office Wed and Thursday each week).

• Demonstrated success previously adhering to a set schedule and meeting or surpassing WFM call metrics

• Ability to work at fast pace - must be ready and motivated to learn the processes quickly and help build a growing business

• Excellent people skills; organized and detail oriented

• Display a heightened sense of urgency in previous work settings, an elevated attention to detail and be able to communicate clearly and concisely

• Strong knowledge of customer service and administrative etiquettes

• A proven initiative-taker who is not afraid to speak up about process improvement opportunities

• Skilled in various customer service arenas, with experience in a contact center setting

• Ability to work in a dynamic environment of rapid change in procedures and prioritization

Interview process

• Recruiter Call: A brief screening to discuss your experience and initial questions
• Team/Virtual Interview: Meet team members for collaborative discussions