Escalations Specialist

Your Role In Our Mission

The Escalations Specialist is responsible for the resolution of complex borrower complaints that are funneled to the department via live call transfers or assigned Zendesk tickets. This role acts as a specialized resource to investigate service failures, technical roadblocks, and loan lifecycle issues by synthesizing data across multiple systems. The ultimate business impact is to provide creative de-escalation and resolution for borrowers whose needs exceed the scope of frontline support.

This role has responsibility for Resolving escalated borrower tickets and calls funneled from frontline agents; investigating technical and servicing hurdles. This role will be responsible for managing assigned Zendesk queues, handling live supervisor-level call transfers, and processing complex loan modifications tasks in various systems.

Resources to help you prosper

• Compensation & Bonus: $21/hr + monthly bonus

• Work-Life Balance: Hybrid schedule with just two collaborative days in-office (Wed/Thu).

• Comprehensive Health & Wellness: 100% employer-paid health, dental, and vision insurance premiums.

• Rest & Time Off: 20 days of paid time off in your first year (increasing annually) plus paid company holidays.

• Continuous Learning & Family Support: Free access to Udemy courses, child and pet care credits via Urban Sitter, Rocket Lawyer legal support, and more.

• Daily Perks & Community: Onsite kitchen loaded with snacks and monthly catered team lunches.

How you'll make an impact

• Provide world class customer service in all consumer based interactions demonstrating active listening, empathy and clear communication

• Resolved all forms of general customer complaints and inquiries from escalated tickets, including supporting larger team by handling escalated calls where the customer requests to speak with a supervisor

• Research check payments through check processing systems to ensure payments applied correctly

• Review calls to validate customers complaints and concerns, properly de-escalate customer concerns with appropriate follow-up, issue resolution, and solutions

• Provide outbound call support as needed to close escalated related issues, system failures or immediate remediation projects/processes

• General servicing and response to customer escalations and aid customers with online chat, email, and phone correspondence quickly and efficiently, often producing creative solutions

• Own ticket and call completion within associated SLAs (Service Level Agreement)

• Assist on CCPA and SCRA complaints

• Follow procedures and policies for assisting customers and documenting each contact

• Manage various queues in Zendesk while managing individual assigned tickets and tasks

• Adapt to procedural and policy changes as published and according to training delivered

• Proactively identify trends and make recommendations for improvement

• Achieve performance objectives relating to Productivity, Quality & Compliance, and Customer Satisfaction

• Communicate operational issues that could negatively impact the Borrower/Lender experience

Skills that will help you thrive

• High School diploma (or GED) with a minimum of 2+ years telephone operations or business administration experience required

• Ability to provide an outstanding customer service

• Flexible availability to work hours of operation that currently include early mornings, evenings, and a hybrid working environment (In office Wed and Thursday each week).

• Demonstrated success previously adhering to a set schedule and meeting or surpassing WFM call metrics

• Ability to work at fast pace - must be ready and motivated to learn the processes quickly and help build a growing business

• Excellent people skills; organized and detail oriented

• Display a heightened sense of urgency in previous work settings, an elevated attention to detail and be able to communicate clearly and concisely

• Strong knowledge of customer service and administrative etiquettes

• A proven initiative-taker who is not afraid to speak up about process improvement opportunities

• Skilled in various customer service arenas, with experience in a contact center setting

• Ability to work in a dynamic environment of rapid change in procedures and prioritization

Interview process

• Recruiter Call: A brief screening to discuss your experience and initial questions
• Team/Virtual Interview: Meet team members for collaborative discussions