Escalations Intake Specialist

job summary : Responsibilities :

Responsibilities :

Responsible for managing escalated customer complaints companywide, which in some cases may require special handling. Jobs research and review escalated complaints, often in partnership with other internal departments, to determine an appropriate course of action leading to an effective resolution, while maintaining positive relationships with the customer and key stakeholders.

Part of intake group for enterprise complaints office

• 7-12 calls per day
• When a customer has a highly escalated complaint will call into the intake team. Have likely already talked to 2-4 different teams before reaching this team Typically have concerns about how their account has been handled so far Will need to listen and empathize with customers to try and de-escalate Will gather all information and send to case specialist Could be questions about deposits (checking / savings accounts), credit cards, or any group within enterprise complaints
• Called in or submitted through portal / queue
• This is a very hands-on, supportive group who cares about the success and support of their team

Skills : Call Center, Customer Service, Active Listening, Financial Services, Escalatations, Typing Skills, Customer support Experience : Experienced2 year(s)

responsibilities :

Responsible for managing escalated customer complaints companywide, which in some cases may require special handling. Jobs research and review escalated complaints, often in partnership with other internal departments, to determine an appropriate course of action leading to an effective resolution, while maintaining positive relationships with the customer and key stakeholders.

Part of intake group for enterprise complaints office

• 7-12 calls per day
• When a customer has a highly escalated complaint will call into the intake team. Have likely already talked to 2-4 different teams before reaching this team Typically have concerns about how their account has been handled so far Will need to listen and empathize with customers to try and de-escalate Will gather all information and send to case specialist Could be questions about deposits (checking / savings accounts), credit cards, or any group within enterprise complaints
• Called in or submitted through portal / queue
• This is a very hands-on, supportive group who cares about the success and support of their team

qualifications : Experience

Experience

• Experienced
• 2 years

Education

• No Degree Required
skills :
• Call Center
• Call Center
• Customer Service
• Active Listening
• Financial Services (2 years of experience is required)
• Escalatations
• Typing Skills (2 years of experience is required)
• Customer support
30+ days ago