- Manage and resolve escalated customer calls ensuring issues are solved efficiently and effectively.
- Oversee the resolution of complex member issues and complaints that have been escalated beyond the first level of support.
- Analyze the root cause of issues and implement corrective actions to prevent recurrence.
- Serve as the primary point of contact for escalated member concerns, maintaining a high level of professionalism and empathy.
- Follow up with members to ensure satisfaction with the resolution process and outcome.
- Identify trends and patterns in escalated issues to develop strategies for process improvement.
- Minimum of 1 year of experience doing customer support in the banking industry
- 1 year experience in escalations
- Strong problem-solving skills and the ability to think critically under pressure.
- Excellent communication and interpersonal skills, with the ability to handle difficult conversations and maintain composure.
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Escalations Call Center Agent - Lewisville, United States - Ultimate Staffing Services
Description
Job Description
Job DescriptionUltimate Staffing is working with a company in the finance industry seeking a call center lead focusing on escalations. This position is fully in office located in Lewisville, TX.
Must be able to work Pacific time for CA customers
Mon-Fri 9am to 8pm , with one day off, and Saturdays 10-5
Requirements
All qualified applicants will receive consideration for employment without regard torace, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status.We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.