In this role, you will:
- Support and assist less experienced representatives either on the spot, via telephone or chat
- Provide training on policies and procedures, new or enhanced services or procedural changes
- Provide feedback and present ideas for improving or implementing processes and tools within customer success groups
- Perform complex financial product services and select customer segments through a variety of channels or handling escalated, complex inquiries and issues
- Identify and resolve escalated, complex non routine inquiries from internal and external customers
- Provide subject matter expertise and provide training on policies and procedures, new or enhanced services and procedural changes
- Perform research to resolve complex customer problems including partnering with the centralized complaint function
- Interact with less experienced staff, partner with centralized complaint function and may also review data and report trends to management
Required Qualifications, US:
- 4+ years of assessing and meeting the needs of customers or solving customer problems experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
Required Qualifications, International:
- Experience in assessing and meeting the needs of customers or solving customer problems, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
We Value Diversity
or status as a protected veteran.