Escalated Complaint Specialist
4 days ago
Job Description:
The Escalated Complaint Specialist position at Continental Finance Company is located in Buffalo, New York, and is responsible for handling escalated customer complaints and ensuring a white glove customer service experience. This is a highly visible role with room for advancement that focuses heavily on research, writing, and occasional customer outreach.
Essential Functions:
- Handling of escalated complaints from customers via regulatory agencies
- Assist with taking escalated agency complaint through to a successful resolution
- Resolves complex customer complaints received in writing and drafting written responses to regulatory agencies
- Provides 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
Our Company:
Continental Finance Company is one of America's leading marketers and servicers of credit cards for consumers with less-than-perfect credit. Since our founding in 2005, we have prided ourselves on corporate responsibility to customers in terms of a strong customer support program and fair treatment.
Salary Estimate: $50,000 - $70,000 per year
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