$30000 - $50000 Year
Monday to Friday
Day shift
Health insurance
Paid time off
Employee discount
Dental insurance
Vision insurance
401(k)
Job Description
Resolves complex escalated issues with a high customer and institutional impact that have reached an escalation point within the Retail business segments. Actively coaches and mentors for the escalation team. Delivers CARES model to customers and service partners.
Researches, analyzes, owns and coordinates the resolution with appropriate business leaders for complex escalated customer complaints, while taking into account regulatory, legal and investor requirements within the Retail business segments' customer channels.
Documents the problem resolution process for each investigated complaint assigned to their workflow. Responds to escalated issues via verbal responses and may leverage written responses for more complex issues.
Acts as a point person/subject matter expert for any escalated issues from the Retail business segments. Facilitates problem resolution with internal and external stakeholders.
Acts as a customer advocate in accordance with our Customer Advocacy Principles. Demonstrates commitment to quality. Identifies trends negatively impacting customer experience and escalates to the proper channels for root cause analysis.
Customer Experience Management.
Customer Interaction
Decision Making and Critical Thinking
Effective Communications
Influencing
Interpersonal Relationships
Managing Multiple Priorities
Problem Solving
resolving organizational
1 year of professional experience
Service industry
On going position
In-person