Client Advocate Resolution Specialist

A company is looking for a Client Advocate Resolution Specialist Lead.

Key Responsibilities

Manage and resolve complex client issues through direct interactions and off-call case work

Document and follow up on client concerns, ensuring thorough resolution and compliance with policies

Serve as a mentor and coach for Client Advocates, promoting skill development and process improvements

Required Qualifications

Proven experience in client-facing roles, preferably within a customer engagement center

Strong understanding of complaint management and resolution processes

Ability to perform research and root cause analysis related to customer issues

Experience in managing case worklists and adhering to regulatory compliance

Demonstrated leadership skills and ability to mentor team members