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Customer Relations Escalation Expert

2 months ago

Baltimore, Maryland, United States CFG BANK Full time
EOE STATEMENT

CFG is an Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other legally protected characteristic.

We are committed to ensuring a diverse and inclusive workplace, and all employment decisions are based on merit, qualifications, and business needs. If you require accommodations during the application process, please contact Human Resources.


COMPANY SUMMARY:

CFG Bank, a prominent financial institution located in Baltimore, Maryland, specializes in serving the national healthcare and multifamily markets as well as the Mid-Atlantic region. As the 6th largest bank in Baltimore by deposits and the largest locally based institution, we have expanded from $1 billion to over $5 billion in assets.

With over 30 years of experience, we rank among the top five healthcare bridge-to-HUD lenders in the nation. At CFG Bank, we redefine banking by merging extensive capabilities with personalized service. Recognized as a "Best Place to Work" by the Baltimore Business Journal, our primary goal is to ensure that each team member feels that choosing CFG Bank was their best career decision.


POSITION SUMMARY:

The Escalation Expert within CFG Bank's Call Center acts as a key contact for addressing intricate customer issues and concerns that necessitate escalated attention. This role is vital in ensuring customer satisfaction and effectively resolving disputes.


ESSENTIAL DUTIES AND RESPONSIBILITIES:
  • Address escalated customer inquiries and issues with precision and efficiency.
  • Collaborate with various departments within the bank to resolve complex customer challenges.
  • Utilize advanced communication skills to de-escalate tense situations and provide satisfactory resolutions to customers.
  • Serve as a subject matter expert on CFG Bank's products, services, and policies to offer comprehensive assistance to customers.
  • Analyze customer feedback and recommend enhancements to improve overall customer experience.
  • Manage and prioritize escalations to ensure timely resolution and customer satisfaction.
  • Uphold confidentiality and security protocols when handling sensitive customer information and transactions.
  • Ensure compliance with all state and federal regulations while addressing customer concerns.
  • Participate in ongoing training programs and stay updated on industry best practices.
  • Assist in training new team members on effective escalation handling.

QUALIFICATIONS AND REQUIREMENTS:
  • Previous experience in a call center environment with a focus on handling escalations is required.
  • Excellent written and verbal communication skills.
  • Strong active listening abilities and empathy towards customers.
  • Exceptional interpersonal skills with the ability to build rapport.
  • Advanced critical thinking and problem-solving capabilities.
  • Effective time management and organizational skills.
  • Adaptability and flexibility in handling challenging situations.
  • Proficient in troubleshooting complex issues.
  • Comfortable working in a fast-paced environment.
  • Computer literacy and familiarity with relevant software applications.
  • High school diploma or equivalent with demonstrated experience in customer service or a related field.

As an employee of CFG Bank, you are required to be dedicated to achieving the objectives outlined in the bank's policies and procedures.