Customer Service Escalations Manager

Your Responsibilities

• Own Customer issues: identifying receiving researching and resolution of complex customer issues and providing timely and effective solutions to Raisin customers. See the big picture connect the dots to understand the issue and associated issues better.
• Be the dIrect point of contact: handle multichannel customer contacts and will serve as the direct point of contact for other employees to research and resolve customer issues while partnering with the customer and internal and external partners as needed.
• Investigate and analyze customer issues: thoroughly investigate and analyze customer issues to determine the root cause and provide appropriate solutions. Deal effectively with ambiguous and unstructured problems and situations.
• Deliver exceptional customer service: responsible for providing exceptional customer service ensuring their issues are attended to urgently clearly understood root causes researched and issue/is resolved.
• Deliver a Sense of urgency bring extreme sense of urgency to identification research and resolution of issues and ensuring that the appropriate internal and external stakeholders are engaged at the right time.
• Customer Communication: communicate with customers over the phone/emails and other approved channels proactively timely and in detail as necessary to deescalate the issue and to provide appropriate resolution.
• Do Not Let issues age Escalate high priority items to the appropriate department/management. Bring strong process orientation customer service attitude analytical skills and collaboration to resolve customer issues in the shortest possible time.
• Identify trends and process improvements the individual is accountable for resolving issues identifying key trends and partnering with other colleagues to improve policies procedures and products for better customer satisfaction.
• Records and reports management Prepare trend reports and analyses to improve complaint management and reduction. Accountable for maintaining detailed records of customer interactions/contacts and an organized process for complaints resolutions and any followup actions taken.
• Train/Coach colleagues THe individual will be responsible for coaching and training Customer contact employees towards better management of customer issues issue reporting and resolution.
• Partner and collaborate: participate in or lead other projects leading to reduction of customer complaints and improvement in customer loyalty.

Your Profile

• Financial Service experience is a must experience with a deposit taking bank and/or fintech preferred.
• 5 years in frontline Financial Services customer service.
• 3 years in a Customer escalation division/department owning and resolving customer complaints and escalations.
• Bachelors Degree. Additional years of relevant experience may be considered in lieu of a degree.
• Excellent verbal and written communication skills.
• Ability to interact with customers while staying calm under pressure in volatile and demanding situations.
• Proven ability to build positive relationships and find agreeable solutions in tough/conflict situations.
• Proven listening analytical and research skills.
• Strong critical thinking skills to make wellinformed decisions by weighing evidence considering alternatives and anticipating potential consequences.
• Ideal candidates will have experience using Zendesk and Google Workspace.

Join our mission join our team and grow with us!

At Raisin we care about each other and it is one of our top priorities to foster an open and caring environment in which everyone feels welcome and comfortable. Our culture is strongly driven by our ambitious team who are at the heart of our success.

As part of our US team you will benefit from:

• Flexible working hours and 28 vacation days.
• Personal training budget of $2000 and 4 full training days per year.
• Access to Babbel for continuous learning.
• Company 401k contribution of 5%.
• Healthcare coverage contribution including medical dental and vision.
• Commuter benefits and flexible working from home policy.
• Regular team events and yearly Summer and Winter Party.