Work From Home - Senior Complaints Coordinator - FDO Escalations - Fraud Account Management Investigations Solutions (FAMISE)

About This Role

This role involves providing exceptional customer service by resolving complex customer complaints and escalated situations, advocating for customers, and identifying trends for process improvements. The Senior Complaints Coordinator will also guide other customer service advocates in problem-solving and ensure issue resolution aligns with compliance and regulatory requirements.

Responsibilities

• Advocate for customers, problem solve, and own issue resolution in alignment with compliance and regulatory requirements
• Handle complaints and/or escalated situations, applying de-escalation techniques as needed
• Investigate customer concerns, help create and implement process improvements, and report trending customer issues
• Support other customer service advocates by guiding them to solutions for customer concerns and providing 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
• Ability and willingness to learn
• Strong attention to detail
• Positive attitude and ability to be flexible and embrace change
• Strong customer focus rooted in empathy
• Effective communication skills with peers, management, and customers
• Good judgment and independent decision-making skills
• Ability to problem-solve individual issues and guide co-workers
• Identify trends in customer needs
• Exceptional listening, questioning, call control, and de-escalation techniques
• Proactive, effective time management and organizational skills
• Dependability with a solid attendance record

Qualifications

• High School Diploma, GED, or equivalent certification
• At least 3 years of Customer Service or Call Center experience; 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

Skills

* Required skills

Benefits