Corporate Resolutions Specialist (Blue Ash, OH)

Green Dot Corporation

100d • $36,200 - $54,300

About The Position

This role will require working the Blue Ash, OH office. Monday-Friday 8:00am-4:30pm EST. As the Corporate Resolutions Specialist, you will be responsible for resolving the most escalated customer-initiated issues to the highest professional standards. Using your excellent customer service skills, you will have the opportunity to advocate for our customers by delivering world-class customer service and managing all escalations to attain the best possible response/resolution. In Green Dot Customer Escalations, we continually seek individuals with a keen passion for delivering exceptional customer experiences, a desire to make a positive impact, a commitment to their work, the ability to elevate the performance of their team members and display enjoyment for solving complex customer issues.

Requirements

• Minimum 3 years of customer service experience.
• Ability to communicate effectively with all levels of management and company personnel.
• Demonstrated negotiation and conflict management skills.
• Proficiency in MS Outlook, Word, PowerPoint and Excel skills required.

Nice To Haves

• Previous corporate escalations or higher tier experience desired.
• Exceptional problem-solving and organizational skills.
• Proven success working in a collaborative team within a fast-paced, highly visible, customer-centric and focused environment.

Responsibilities

• Ensuring that all customer escalations and complaints are managed to excellent professional standards and within Green Dot terms and policies.
• Receiving inbound contacts calls and complete outbound contacts (callbacks, responses, etc.) to ensure that all queues are maintained, and all service levels are met.
• Maintain personal and team accountability for productivity and efficiency.
• Demonstrating ownership of customer issues and work proactively with Green Dot business units, partners and vendors to manage issues through to a complete resolution in a timely manner.
• Demonstrating the ability to understand the big picture and identify the underlying drivers causing complaints by capturing, reporting and analyzing systematic issues and recommending solutions to improve processes and products.
• Proactively make recommendations to address the root causes of escalations and complaints by leveraging escalation contacts and processes.
• Understanding current business processes and tools that impact our customers and work with the manager and the necessary owners internally to resolve any issues and fix processes.
• Sharing information and knowledge with other team members to recognize and reduce the number of repeated issues.
• Capturing all pertinent customer contact information accurately and concisely within the data capture systems and ensure data is properly maintained.
• Following escalation and complaint procedures in order to ensure that all customer escalations and complaints are tracked, and all relevant parties are informed of actions taken to resolve issues.
• Utilizing appropriate tools to ensure the customer receives relevant information and identify knowledge gaps and/or outdated policy/procedure which caused frontline efforts to fail.
• Supporting Green Dot employees and executives with resolving customer issues.
• Maintaining contact with all other relevant customer groups within Green Dot to ensure support for resolution of customer issues, consistency of approach and smooth cross-department cooperation.
• Performing other duties as assigned.

Benefits

• Accommodations upon request for an inclusive and accessible hiring experience.
• Commitment to diversity and fair hiring practices.

What This Job Offers

• Job Type: Full-time
• Number of Employees: 1,001-5,000 employees