Escalations Specialist

As an Office of the President Escalations Specialist, you will support  Self’s community in reaching their financial and credit goals. You will resolve escalated customer support cases through direct communication via all incoming methods (highly focused on live phone calls and email, including executive escalations and Better Business Bureau complaints).  You will work closely with the Customer Success team and Operations leadership to shape Self by providing feedback and developing ideas for improvement. You will dive deep into customer issues, analyzing customer contacts' entire history to determine the root cause.  As an Office of the President Escalations Specialist, your role exceeds typical customer support. It involves handling highly escalated customer issues and complaints with a focus on retaining customers and ensuring their satisfaction. You will be responsible for dealing with complex or high-level problems that require special attention and resolution. You will work in a highly collaborative yet autonomous environment- where we celebrate our customer's successes and thrive on reaching our own internal goals!Who you are:You are smart, organized, upbeat, driven, and self-directed. You appreciate working in a fast-paced, collaborative environment that rewards ability and results. You are concise and direct – and flourish in a challenging environment that allows you to test your problem-solving skills. You have the ability to engage and relate positively and empathetically to our customers and community. You can identify and determine appropriate customer recovery and remediations, even in extremely difficult highly escalated customer situations. What you will do:

• Customer Escalation Management: Act as the primary point of contact for escalated customer issues through live phone inbound and outbound calls and ensure a timely and efficient resolution. Handle complex customer cases, assess their severity, and prioritize them based on impact and urgency.
• Troubleshooting and Problem-Solving: Investigate and analyze customer issues to identify root causes, gather relevant information, and develop solutions. Collaborate with internal teams to resolve technical, operational, or product-related challenges.
• Relationship Building: Build strong relationships with key stakeholders, including customers, to understand their needs, goals, and challenges. Proactively engage with customers to address their concerns, provide guidance, and maintain high levels of customer satisfaction.
• Collaborate with internal teams such as Support, Compliance and Product to drive issue resolution and ensure a seamless customer experience. Share customer feedback and insights with the Customer Experience manager for the voice of the customer read-out.
• Document all customer interactions, actions taken, and resolutions provided in a clear and concise manner. Maintain accurate records of customer issues, escalations, and resolutions within our CRM. Generate regular reports on escalations, trends, and recommendations for process improvements.
• Continuously assess existing processes and workflows to identify opportunities for improvement. Develop and implement best practices for handling customer escalations, including standardized communication templates, escalation paths, and knowledge base articles.
• Lead and determine appropriate remediation and recovery from a Customer Success perspective, including outbound customer communications where needed regarding high-impact issues.
• Work closely with our Escalation and Complaints lead and Customer Insights team to provide data and insights into trends to help improve our customer experience through product and process improvements.
• Turn distressed customers/situations into opportunities to delight our customers through exceptional communication skills with a positive and empathic attitude.
• Customer Retention: Implementing strategies to retain customers by providing personalized and satisfactory solutions to their problems, thus preventing customer churn.
• Post-Resolution Follow-up: Conduct post-resolution follow-ups with customers to ensure that the proposed solutions have been effective and that the customers are satisfied with the outcome.
• Proactive Customer Feedback: Seeking customer feedback on their experiences and suggestions for improvement to help enhance the overall customer experience and identify potential issues before they escalate.
• Thrive with the support of your teammates in daily/weekly meetings and fun team challenges.

 What you will need...

• 3-5 years experience in a customer support role, with at least 2 years resolving escalated cases through live inbound and outbound calls.
• Experience in a FinTech, Banking or Healthcare contact center is strongly preferred.
• Experience with Salesforce.com, Medallia Suite, and Google Suite is strongly preferred.
• Enthusiastic and “self-starter” approach
• Experience with solving problems in a dynamic customer-facing environment and providing consistent support.
• You bring high energy and interest to customer inquiries and remains empathetic, calm and respectful.
• A process-driven mindset; you can identify issues of all kinds and offer solid solutions
• Strong written, verbal, and organizational skills

Base salary range: $58,000-63,000 annually.  Individual pay is based on factors unique to each candidate, including skill set, experience, and other job-related reasons.