Escalations Specialist

Work-Life Balance: Hybrid schedule with just two collaborative days in-office (Wed/Thu).

Comprehensive Health & Wellness: 100% employer-paid health, dental, and vision insurance premiums.

Rest & Time Off: 20 days of paid time off in your first year (increasing annually) plus paid company holidays.

Continuous Learning & Family Support: Free access to Udemy courses, child and pet care credits via Urban Sitter, Rocket Lawyer legal support, and more.

Daily Perks & Community: Onsite kitchen loaded with snacks and monthly catered team lunches.

Provide world class customer service in all consumer based interactions demonstrating active listening, empathy and clear communication

Resolved all forms of general customer complaints and inquiries from escalated tickets, including supporting larger team by handling escalated calls where the customer requests to speak with a supervisor

Research check payments through check processing systems to ensure payments applied correctly

Review calls to validate customers complaints and concerns, properly de-escalate customer concerns with appropriate follow-up, issue resolution, and solutions

Provide outbound call support as needed to close escalated related issues, system failures or immediate remediation projects/processes

General servicing and response to customer escalations and aid customers with online chat, email, and phone correspondence quickly and efficiently, often producing creative solutions

Own ticket and call completion within associated SLAs (Service Level Agreement)

Assist on CCPA and SCRA complaints

Follow procedures and policies for assisting customers and documenting each contact

Manage various queues in Zendesk while managing individual assigned tickets and tasks

Adapt to procedural and policy changes as published and according to training delivered

Proactively identify trends and make recommendations for improvement

Achieve performance objectives relating to Productivity, Quality & Compliance, and Customer Satisfaction

Communicate operational issues that could negatively impact the Borrower/Lender experience

High School diploma (or GED) with a minimum of 2+ years telephone operations or business administration experience required

Ability to provide an outstanding customer service

Flexible availability to work hours of operation that currently include early mornings, evenings, and a hybrid working environment (In office Wed and Thursday each week).

Demonstrated success previously adhering to a set schedule and meeting or surpassing WFM call metrics

Ability to work at fast pace - must be ready and motivated to learn the processes quickly and help build a growing business

Excellent people skills; organized and detail oriented

Display a heightened sense of urgency in previous work settings, an elevated attention to detail and be able to communicate clearly and concisely

Strong knowledge of customer service and administrative etiquettes

A proven initiative-taker who is not afraid to speak up about process improvement opportunities

Skilled in various customer service arenas, with experience in a contact center setting

Ability to work in a dynamic environment of rapid change in procedures and prioritization