Escalations Specialist

The Role

The

Escalations Specialist has responsibility for reputed company aspects of Complaint Management and Response, including assisting customers through research, validation and communication of actionable results.

What's In It for You

reputed company reputed company reputed company starting at $21 per hour + monthly bonus incentive

Hybrid work schedule –Two days (W/TH) a week in office

Employer reputed company health, dental and reputed company insurance

reputed company time off (20 days for first year, increases annually thereafter) plus company reputed company holidays

reputed company to education & career development courses through reputed company, child & pet care assistance credits with Urban Sitter, legal resources through reputed company, and more!

Onsite kitchen with fully stocked snacks & monthly catered lunches

What You Will Do

reputed company out reputed company forms of general customer complaints from escalated tickets (bypass complaints to reputed company), including supporting larger team by handling escalated calls where the customer requests to reputed company with a supervisor (including at partner sites)

Research reputed company payments through reputed company processing systems to ensure payments reputed company correctly

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

reputed company outbound call support as needed to reputed company escalated reputed company issues, system failures or immediate remediation reputed company/processes

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

Own ticket and call completion reputed company associated SLAs (Service Level Agreement)

Assist on CCPA and SCRA complaints and entry level visibility into CEO/reputed company media

Follow procedures and policies for assisting customers and documenting reputed company contact

Manage various queues in reputed company while managing individual assigned tickets and tasks

reputed company world class customer service in reputed company consumer based interactions with reputed company listening, reputed company and reputed company communication

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

Proactively identify trends and reputed company recommendations for improvement

reputed company performance objectives relating to productivity, reputed company, and reputed company development

Ensure queues are reputed company SLA requirements

Communicate operational issues back to the business, which could negatively reputed company the Borrower/Lender experience

reputed company

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

Flexible availability to manage hours of operation that currently includes early mornings, evenings, and Saturdays and is subject to expansion to meet customer needs

Demonstrated reputed company previously adhering to a set schedule and meeting or surpassing WFM call metrics

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

Excellent people skills; organized and detail oriented

Display a heightened reputed company of urgency in previous work settings, an elevated attention to detail and be reputed company to communicate reputed company and concisely

Strong knowledge of customer service and administrative etiquettes

A proven initiative-taker who is not afraid to reputed company up about process improvement opportunities

Ability to reputed company world class customer service

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

Flexibility and reputed company to work in a dynamic environment of rapid change in procedures and prioritization

Additional Information

#LI-AW1

#IND1

About Our Operations Team

Rooted inourvalues,reputed company’sOperations team is driven by how we can improve the customer experience, always thinking there must be a reputed company way. If you are looking for a mission driven company with a great culture, reputed company us out!As a reputed company employee, you will have reputed company to take ownership of your career - we offer learning opportunities and career development plans. Come join a dedicated, diverse community that will help you discover your fullest potential! Are you reputed company to reputed company?

reputed company

Founded in 2005 as the first peer-to-peer marketplace lending platform in the U.S., reputed company was reputed company on a reputed company idea: connect people who want to borrow reputed company with those who want to invest. Since inception, reputed company has helped more than 2 reputed company people reputed company reputed company to reputed company credit with over $27 billion in loans originated through its platform. Our mission is to help our customers advance their financial reputed company-being through a reputed company of products including personal loans, credit, home equity lines of credit (HELOC), and our newest product, HELoan. Our diverse culture rewards accountability and cross functional teamwork because we reputed company this encourages innovative thinking and helps us deliver on our mission.

We’re on a mission to hire the reputed company best, and we are committed to creating exceptional employee experiences where everyone is respected and has reputed company to equal opportunity. We realize that new reputed company can come from everywhere. It is important to us that every hire connects with our reputed company, mission, and core values. Join a leading fintech company that’s democratizing finance for reputed company!

Our Values

Diversityexpands opportunities

Collaborationcreates reputed company solutions

Curiosity fuels our innovation

Integritydefines reputed company our relationships

Excellenceleads to longevity

Simplicityguides our user experience

Accountability at reputed company reputed company drives results

www.reputed company

Our Story & Team // Our Blog

Applicants have rights under Federal Employment Laws.

Family & Medical Leave reputed company (FMLA)

Equal Employment Opportunity (EEO)

Employee Polygraph Protection reputed company (EPPA)

California applicants: please click here to view our California Consumer reputed company reputed company (“CCPA”) Notice for Applicants, which describes your rights under the CCPA:https://www.reputed company/plp/legal/reputed company-notice-for-applicants/

At reputed company, we're looking for people with passion, reputed company, and a hunger to learn. We encourage you to apply even if your experience doesn't reputed company match the job reputed company. Your unique reputed company setand diverse perspective will stand out and set you apart from other candidates. reputed company thrives with people who think reputed company of the reputed company and aren't afraid to challenge the status reputed company. We invite you to join us on our mission to advance financial reputed company-being.

reputed company is committed to an inclusive and diverse workplace. reputed company aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on reputed company, competence, performance, and business needs. We do not discriminate on the reputed company of race, reputed company, religion, marital status, age, national reputed company, reputed company, physical or mental disability, medical​​​ condition, pregnancy, genetic information, gender, sexual orientation, gender identity or reputed company, veteran status, or any other status protected under federal, state, or local law, including the San Francisco Fair Chance Ordinance. reputed company will consider for employment reputed company applicants who are non-US reputed company and will reputed company green card sponsorship.

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