Executive Response Team Specialist

3 weeks ago

Malvern, United States BM Technologies, Inc. Full time
Job DescriptionJob Description

Role: Executive Response Team Specialist

Location: Remote

Role Summary:

The Customer Escalation Specialist is responsible for serving as the final point of contact in our “high touch” customer care team. Key functions include providing phone, email, mail, and chat support to existing customers and cultivating long-term relationships with new customers. This role will track and report directly to the management team to ensure that all customers issues are resolved in a timely and caring manner. Additionally, the Customer Escalation specialist will work with internal sources to mitigate all regulatory complaints brought by customers.

The customer escalations specialist will work across multiple business portfolios within BMTX and serve as a subject matter expert in all elevated customer issues. They will work directly with customer care managers regarding escalation trends to ensure that processes are streamlined to create a unique customer experience. Our mission is to make the frustrated consumer say, "Wow I finally found a transparent, effortless bank"

*This position is open to qualified remote employees

To be successful in this role you should possess the following abilities:

  • Assumes ownership and final service point of contact to manage complex and escalated customer issues to resolve all banking-oriented issues or complaints
  • Responsible for engaging customer and addressing the issues of concern, assuming full ownership and control of clients escalated issues.
  • Set appropriate expectations for Customers and BMTX regarding issue resolution and process of engagement
  • Ability to handle multiple portfolios of clients
  • Present and oversee resources for addressing issues
  • Provide consistent and recorded communication on status and next steps to all parties involved.
  • Champion and represent Customer issues to Management when needed
  • Strong communication (both written and verbal) is required to support the role of cross functional liaison with Customer Care leaders and the BMTX customers.
  • Responsible for coordinating efforts between the appropriate functional teams to work and resolve issues impacting the success of BMTX products.
  • Provide support to the management team to identify resource needs across multiple teams and management of issue resolution and closure. This includes but is not limited to:
    • Planning internal customer issue meetings
    • Maintaining detailed issues lists and complaints
    • Generating executive and/or general summaries as well as providing report updates for all senior leaders.
  • May identify opportunities for process improvements to advance service quality
  • May recommend and implement department training needs
  • Maintain a working knowledge of company and/or department systems, assist with system implementation/conversion as needed
  • Contribute to a positive, ethical and respectful working environment and communicate openly with others
  • Possess an entrepreneurial outlook; always looking to grow and improve the program
  • Participate in special projects and perform additional duties as assigned

Required Experience/ Qualifications:

  • High school diploma, associate’s degree and/or bachelor’s degree
  • At least two years’ professional experience with Customer’s required
  • Excellent communication skills (both written and verbal) are required
  • Ability to maintain composure when confronted with sometimes angry, dissatisfied customers.
  • Strong attention to detail
  • Ability to maintain issues lists and action items, as well as setting appropriate expectations in escalated situations.
  • Ability to coordinate efforts between the appropriate functional teams, bringing the appropriate resources to bear on an issue while often influencing without authority.
  • Must be well organized, flexible and able to work on multiple customer accounts in a fast paced, time sensitive environment.
  • Problem solving skills
  • Ability to work as an active participant in a team as well as independently
  • Ability to work in an unpredictable and fast-paced environment
  • Passion and excitement to work at a firm that is disrupting the financial services space
  • A positive, can-do attitude
  • Required to learn and maintain subject matter expertise in products, services, processes and procedures
  • Experience in a banking center
  • Experience with face-to-face video conferencing tools
  • Experience serving as a final point of contact resolution provider

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