Senior Complaints Coordinator - FDO Escalations - Fraud Account Management Investigations Solutions

About This Role

This role involves providing exceptional customer service by advocating for customers, problem-solving, and resolving issues in compliance with regulations. The Senior Complaints Coordinator will investigate customer concerns, create process improvements, and support 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 complex de-escalation
• Investigate customer concerns, help create and implement process improvements and report trending customer issues
• Support other customer service advocates with customer issues or complaints
• Guide associates to the right path to solve customer concerns and provide in-the-moment 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; at least 1 year of experience using Google Suite or Microsoft Office; at least 1 year of Fraud or Disputes 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
• Strong attention to detail
• Positive attitude and ability to be flexible and embrace change
• Strong customer focus rooted in empathy
• Effective communication skills
• Good judgment and independent decision-making skills
• Ability to problem solve individual issues and guide co-workers
• Exceptional listening, questioning, call control and de-escalation techniques
• Proactive, effective time management and organizational skills
• Dependability with a solid attendance record

Skills

* Required skills

Benefits