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    Escalations Call Center Agent - Lewisville, United States - Ultimate Staffing Services

    Ultimate Staffing Services
    Ultimate Staffing Services Lewisville, United States

    2 weeks ago

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    Description

    Job Description

    Job Description

    In this position you will do a variety of tasks from processing transactions to providing guidance on loan applications. you will work towards individual and team performance goals while also supporting the company's business development initiatives through proactive outreach and frontline support.


    In office: Lewisville, TX Mon-Fri 9am to 8pm , with one day off, and Saturdays 10-5

    • 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.
    • Ability to maintain a high level of confidentiality, coupled with a strong grasp of financial products and services

    Requirements

    • Minimum of 1 year of experience doing customer support in the banking industry
    • Fluent in Spanish and English
    • 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.

    All qualified applicants will receive consideration for employment without regard to race, 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.

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