Customer Service Advocate
4 days ago
Job Title: Customer Service Advocate
About the Role:
The Customer Service Advocate will be responsible for handling escalated customer complaints and ensuring a high level of customer satisfaction. This is a highly visible role with room for advancement, focusing on research, writing, and occasional customer outreach.
Key Responsibilities:
- Handle escalated complaints from customers via regulatory agencies
- Assist with taking escalated agency complaint through to a successful resolution
- Resolve complex customer complaints received in writing and drafting written responses to regulatory agencies
- Provide white glove customer service to ensure that the customers are recognized properly and satisfied with the outcome to their issue, including some email and telephone outreach
- Interact with banks, agencies, and corporate executives as the customer advocate
- Tracks complaints and complaint trends via case management software
- Conduct in-depth research into customer complaints to identify and implement effective resolutions
Requirements:
- Bachelor/associate degree or equivalent work experience
- Minimum 3-5 years of high visibility customer care or financial services experience
- Proven experience in research analysis or investigative processes to identify and resolve complex issues
- Excellent communication skills, written and verbal, with the ability to clearly communicate issues to all levels of management
- Bilingual is a plus
- Excellent analytical and problem-solving skills with strong attention to detail
- Proficiency in Microsoft Office (Word, Power Point, and advanced Excel)
- Team player and can collaborate with other teams in the organization
- High level of interpersonal skills with demonstrated poise, tact, and diplomacy
- Strong organizational skills and ability to prioritize workload to meet deadlines in a fast-paced environment
- Ability to learn, understand and apply policies and guidance
- Prior banking or financial services experience a plus
Why Work with Us:
We pride ourselves on corporate responsibility to customers in terms of a strong customer support program and fair treatment. With our success, we have also grown into an innovative financial tech company. We provide a variety of services to consumers when other financial institutions will not accommodate them.
Salary Estimate: $50,000 - $70,000 per year
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