Senior Complaints Coordinator

About This Role

This role is for a Senior Complaints Coordinator who will provide exceptional customer service by advocating for customers, resolving issues in compliance with regulations, and identifying trending customer problems. It involves investigating complaints, de-escalating complex situations, and potentially guiding other customer service advocates.

Responsibilities

• Advocate for customers, problem solve, and own issue resolution in alignment with compliance and regulatory requirements
• Handle complaints and escalated situations, including de-escalation of complex cases
• Investigate customer concerns and help create and implement process improvements
• Report trending customer issues
• Support other customer service advocates with customer issues or complaints, guiding them to solutions and providing feedback

Requirements

• High School Diploma, GED, or equivalent certification
• At least 3 years of Customer Service or Call Center experience
• At least 1 year of experience using Google Suite or Microsoft Office
• At least 1 year of Fraud or Disputes experience

Qualifications

• High School Diploma, GED, or equivalent certification
• At least 3 years of customer service or call center experience

Nice to Have

• At least 4 years of Customer Service or Call Center experience
• At least 1 year of experience in the Financial Industry
• At least 1 year of escalated call experience

Skills

* Required skills

Benefits