Escalation Resolution Specialist

Job Description

Job Description

Customer Resolution specialist also referred to as Escalation Resolution Specialist is a non-management role. Responsible for handling escalated members via phone and email, including members who have filed complaints or taken other external actions to resolve their concerns. The Escalation Resolution Specialist will work directly with our members, attorneys and internal departments to provide a prompt resolution and best in class customer service. This is a hybrid role which will require both in office and work from home capabilities. This is not just a customer service role it also includes case management, timely follow ups, reporting and complaint tracking.

Duties and Responsibilities

• Provide a responsive service for all customers you assist with a complaint, inquiry, or complex escalated issue.
• Reviewing / investigating and responding to all concerns raised in a way that is positive and helpful, maximizing early resolution of issues, minimizing further problems for customers, and keeping customers always updated.
• To assist with inquiries and requests in line with standard operation procedures, quickly assessing requests and gathering information in an efficient and effective way which takes into consideration the time and effort required of colleagues from other teams.
• Contact attorneys to explain benefits, negotiate rates, resolve roadblocks.
• Coordinate with multiple departments to remove roadblocks for members.
• Contact members to provide attorney details.
• Follow up with members on how case is proceeding.
• Resolve payment inquiries
• To contact complainants as early as possible to ensure that their concerns and desired outcomes are fully understood, managing expectations early on where this required.
• To engage with colleagues promptly and proactively from other teams, including managers, to gather information required to fully investigate and respond to complaints, members inquiries, complex queries.
• To complete any promised, follow-up actions to remedy issues for customers in a timely and high-quality way, in line with what was agreed with customers, minimizing further issues and complaint escalation. To support colleagues from other teams to identify and complete follow up remedial actions in the same way where they are the lead.
• To support the regular identification and sharing of lessons learnt from complaints, members inquiries and complex / escalated issues which can be used for service improvement.
• To assist some customers on an ongoing basis, beyond the resolution of issues, where a need for this is identified including becoming the main point of contact where appropriate.

Skills .

• Ability to work in a high stress environment
• Manage a book of business while multi-tasking
• Ability to work independently to resolve problems and queries based on experience
• High level of written and communication tactics with internal and external parties
• Ability to work within a flexible and customer-oriented team environment.
• Adaptable to quickly to changing of processes and workflows.
• High level of written and verbal skills to assist customers in a clear and helpful way across all communication channels
• Ability to identify areas where customer service and supporting processes can be improved
• Excellent information gathering and analysis skills to understand whether policy and process has been followed correctly
• Working knowledge of Microsoft Office packages (Word, Excel, Outlook, Teams, Smartsheet)

Experience

• 2 years of experience in resolving escalations or customer retention. (required)
• Bilingual is a plus .
• Salesforce experience is a plus
• Strong conflict resolution and de-escalation skills
• Strong computer and typing skills
• Bachelors Degree or equal experience in the role is preferred

This is a remote position.