This is a fully remote position, open to applicants in California.

📋 Description

• Perform comprehensive root cause analyses on high-risk cases to identify and resolve customer issues.

• Collaborate with various business units and departments to address customer concerns.

• Assume complete responsibility for high-risk and escalated cases, informing leadership about potential risks and strategies to prevent future issues.

• Handle inbound calls, make outbound calls, and respond to customer inquiries within set timelines.

• Demonstrate empathy and understanding towards customers.

• Follow up with relevant parties to finalize calls and ensure issues are resolved.

• Ensure that all regulatory requirements are fulfilled in relation to customer interactions.

• Foster customer relationships by actively listening and addressing complaints.

⛳️ Requirements

• High School Diploma and five (5) years of relevant experience, or a suitable combination of education and experience.

• Bachelor's Degree from a four (4) year college or university, or an equivalent mix of education and experience, along with five (5) to eight (8) years of experience preferred.

• Extensive operational knowledge.

• Strong problem-solving and critical thinking abilities, with a keen attention to detail.

• Excellent communication and negotiation skills.

• Proficient in software applications and databases, with a strong command of Microsoft Excel.