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Bilingual Corporate Resolutions Specialist

1 month ago

Cincinnati, Ohio, United States Green Dot Corporation Full time
Job Title: Bilingual Corporate Resolutions Specialist

We're seeking a highly skilled Bilingual Corporate Resolutions Specialist to join our team at Green Dot Corporation. As a key member of our customer service team, you will be responsible for resolving escalated customer-initiated issues to the highest professional standards.

Key Responsibilities:
  • Manage customer escalations and complaints to excellent professional standards and within Green Dot terms and policies.
  • Receive inbound contacts calls and complete outbound contacts (callbacks, responses, etc.) to ensure that all queues are maintained, and all service levels are met.
  • Demonstrate ownership of customer issues and work proactively with Green Dot business units, partners, and vendors to manage issues through to a complete resolution in a timely manner.
  • Identify the underlying drivers causing complaints by capturing, reporting, and analyzing systematic issues and recommending solutions to improve processes and products.
  • Proactively make recommendations to address the root causes of escalations and complaints by leveraging escalation contacts and processes.
  • Understand current business processes and tools that impact our customers and work with the manager and the necessary owners internally to resolve any issues and fix processes.
  • Share information and knowledge with other team members to recognize and reduce the number of repeated issues.
  • Capture all pertinent customer contact information accurately and concisely within the data capture systems and ensure data is properly maintained.
  • Follow escalation and complaint procedures in order to ensure that all customer escalations and complaints are tracked, and all relevant parties are informed of actions taken to resolve issues.
  • Utilize appropriate tools to ensure the customer receives relevant information and identify knowledge gaps and/or outdated policy/procedure which caused frontline efforts to fail.
  • Support Green Dot employees and executives with resolving customer issues.
  • Maintain contact with all other relevant customer groups within Green Dot to ensure support for resolution of customer issues, consistency of approach, and smooth cross-department cooperation.

Requirements:
  • Minimum 3 years of customer service experience required.
  • Bilingual (English/Spanish)
  • Ability to communicate effectively with all levels of management and company personnel.
  • Demonstrated negotiation and conflict management skills.
  • Proficiency in MS Outlook, Word, PowerPoint, and Excel skills required.

Preferred:
  • Previous corporate escalations or higher tier experience desired.
  • Exceptional problem-solving and organizational skills.
  • Proven success working in a collaborative team within a fast-paced, highly visible, customer-centric, and focused environment.

Green Dot Corporation is an equal opportunity employer and promotes diversity. We provide reasonable accommodations for candidates on request and respect applicants' privacy rights.