Escalation Resolution Specialist

6 days ago


Chandler, Arizona, United States Dexian Full time

Job Title: Senior Escalations Representative

Location: Chandler, AZ

Hourly Rate: $26

Work Schedule: 8A - 5P

This team provides a comprehensive training program to ensure knowledge retention. Once performance metrics are met, team members can work a hybrid schedule: one week on-site and one week from home.

As a Senior Escalations Representative, you will utilize verbal skills to de-escalate complex customer calls, while following established policies and procedures to execute repetitive tasks. You must be able to manage time effectively, meet deadlines, and navigate various systems.

Key Responsibilities:

  • Support internal and external customers with inquiries and complaints regarding financial products and services.
  • Research and resolve complex customer issues, processing transactions online as needed.
  • Perform administrative and customer support tasks, reviewing complaints for regulatory and non-regulatory flags.
  • Respond to customers through written and verbal communication, interacting with internal and external customers to resolve issues.
  • Collaborate with the immediate team to oversee day-to-day activities.

Requirements:

  • Excellent verbal communication skills to de-escalate complex customer calls.
  • Ability to manage time effectively and meet deadlines.
  • Proficiency in navigating various systems and executing repetitive tasks.
  • Strong analytical and problem-solving skills to resolve complex customer issues.


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