Customer Success - Escalations Agent

T

TBO Bank

Customer Success - Escalations Agent

Kansas City, KS
Full Time
Paid
  • Responsibilities

    Summary/Objective We are seeking a dedicated and experienced Customer Success - Escalations Agent to join our customer support team. In this role, you will be responsible for handling escalated customer inquiries, troubleshooting complex issues, and providing advanced support to both customers and internal agents. You will play a key role in resolving problems that require specialized knowledge, ensuring a high level of customer satisfaction, and maintaining smooth operations within the call center.

    Essential Functions

    Escalated Support:

    • Handle escalated customer calls and inquiries that require advanced knowledge and problem-solving.
    • Resolve complex issues that Tier 1 agents are unable to address, providing prompt and effective solutions.
    • Ensure that customer concerns are resolved in a timely manner, while maintaining a high level of professionalism.

    Internal Support:

    • Provide guidance and troubleshooting assistance to Tier 1 agents on challenging customer issues.
    • Offer solutions and advice on how to handle difficult customer interactions.
    • Mentor and train new team members on handling escalated cases and improving overall customer experience.

    Issue Resolution:

    • Investigate and resolve technical or service-related issues escalated from customers.
    • Work closely with other departments (e.g., Dev, Marketing, Operations) to resolve issues that require cross-functional support.
    • Document and track customer interactions, ensuring accurate records for future reference and follow-up.

    Customer Satisfaction:

    • Ensure that all escalated customer issues are handled with the utmost care and urgency.
    • Strive to meet or exceed established service-level agreements (SLAs) for response times and issue resolution.
    • Ensure customers feel heard and valued, providing clear communication and timely updates.
    • Assist with processing tasks which include Bankruptcy, Debt Consolidation, Returned Funding, Refunds, Credit and ID Theft cases.

    Continuous Improvement:

    • Identify recurring issues or trends in escalated calls and suggest improvements to processes, scripts, or product offerings.
    • Provide feedback to leadership on ways to improve the overall customer experience.
    • Stay up to date on product updates, services, and industry best practices.

    Reporting:

    • Prepare and maintain reports on escalated calls, customer satisfaction, and resolution times.
    • Provide regular updates to management on trends, challenges, and areas for improvement.

    Competencies:

    Education :

    • High school diploma or equivalent.

    Experience :

    • 2+ years of experience in a call center or customer service role.
    • At least 1 year of experience in a Escalations Agent or similar support role.
    • Familiarity with banking processes, financial services, or working with banking systems is preferred.

    Skills :

    • Strong problem-solving abilities and critical thinking skills.
    • Excellent communication skills, both verbal and written, with the ability to handle sensitive situations professionally.
    • Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
    • Strong customer service focus with a passion for helping others.
    • Proficiency in call center software and customer support tools.
    • Familiarity with CRM systems and ticketing software.

    Personal Attributes :

    • Strong attention to detail and accuracy in documenting issues and resolutions.
    • High level of patience, empathy, and emotional intelligence when interacting with customers.
    • Ability to work independently and as part of a team.
    • Ability to handle difficult customer interactions calmly and professionally.

    Physical Demands

    Regular requirements:

    • Sit
    • View computer monitors
    • Talk
    • Hear
    • Stand
    • Walk
    • Use hands to type / handle / feel
    • Reach with hands & arms
    • May be required:
      • Lift up to 20 lbs.

    Preferred Education and Experience

    • Education and Experience preferred.

    *TBO Bank is proud to have an inclusive culture committed to ensuring equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.

    *Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.