Escalations Associate Manager

About This Role

Lead a team of Escalation Representatives responsible for resolving low-complexity inquiries and complaints related to Consumer Credit Card Customer Support Services. This role involves supervising staff, identifying service standard improvements, and resolving escalated customer issues.

Responsibilities

• Supervise a team of specialists and team leaders responding to low-complexity inquiries or complaints regarding products and services
• Ensure timely completion, quality, and compliance in customer escalations
• Identify opportunities for developing and monitoring service standards and goals in low complexity functional areas
• Make day-to-day supervisory decisions and resolve issues related to internal and external client complaints
• Leverage interpretation of policies, procedures, and practices
• Collaborate and consult with peers, colleagues, and mid-level managers regarding escalated client inquiries or complaints
• Manage allocation of people and financial resources for aligned functional area
• Select, evaluate, and develop staff; make employment decisions and set performance standards

Requirements

• 2+ years of Customer or Investor Facing, Disputes, Claims, or Fraud Resolution experience in the Financial Services or Credit Card Industry
• 1+ years of leadership experience

Qualifications

• 2+ years of Customer or Investor Facing, Disputes, Claims, or Fraud Resolution experience in the Financial Services or Credit Card Industry, plus 1+ years of leadership experience

Nice to Have

• Excellent verbal, written, and interpersonal communication skills
• Experience in Consumer Credit Card Customer Support Services (Small Business, Retail, Personal Lines and Loan)
• Experience in researching and resolving escalated issues
• Leadership experience including coaching, training, and mentoring a diverse staff within a call center environment
• Experience in performing reviews of quality assurance results
• Reporting experience including the ability to gather, organize and interpret data
• Ability to assess current processes/procedures and make recommendations for efficiency
• Ability to collaborate and consult with peers, customer service teams, and first-line supervisors
• Experience leading in a fast paced, demanding, and deadline driven environment while maintaining employee engagement
• Proven ability to execute in a fast paced, high demand, environment while balancing multiple priorities

Skills

* Required skills