
Financial Services Escalation Specialist
2 days ago
This role acts as a liaison between customers and various functional areas. The Customer Service Investigator is responsible for managing ongoing escalations by creating action items and service level agreements to ensure timely resolution of customer issues.
Key Responsibilities:- Manage offline queues to meet 48-hour service level agreement (SLA)
- Track the reason for escalations to assist analytical processes and reporting
- Liaise with customers to provide updates and prompt for documentation
- Evaluate and escalate concerns when necessary
- At least 6 months of experience working on the President's Choice Financial MasterCard program
- 1-2 years of customer service background, preferably in the credit card industry
- Previous experience handling escalated calls
- Flexibility and excellent communication skills
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Escalation Specialist
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