The Business Contact Center Escalations Specialist will be responsible for facilitating any escalated customer calls, answering agent support hotline calls, and meeting service level agreements on case escalations while ensuring KPI goals are met. The Escalations Specialists will also be responsible for acting as a Subject Matter Expert (SME). The ability to multi-task as well as readily shift priorities is essential for this position.
(50%) Escalations/Customer Service
Respond to all agent support inquiries through the Supervisor Hotline including escalated customer complaints and document voice of the customer feedback.
Ensure that customer questions and problems are resolved properly and quickly. Address challenging customers and problems that require escalation outside of the department. Strive to provide all customers with an outstanding customer experience.
Complete tickets escalated to management, including customer call backs and survey responses.
Process and respond to customer social media and email requests.
Ensure knowledge of current policies and procedures while using critical thinking skills to communicate accurate information to agents.
Manage all Business & Corporate call types, including agent and/or branch support.
Meet and exceed customer satisfaction expectations.
(10%) Coaching
Provide agent performance feedback received by Business Units, customer complaints, and escalate cases to Management.
Share job knowledge and best practices with agents for their continued development.
Provide real-time and/or side-by-side coaching, live monitor calls, review recorded calls for continuous improvement of agent performance.
Maintain a positive work environment through motivation and visibility to agents. Escalations Specials periodically perform live monitoring of agents, compliment agents for on-the-spot performance, and assist agents struggling with calls.
(40%) Operations
Manage a range of non-phone activities for agents including coaching, completion of LMS courses, and special projects.
Increases employee efficiency by monitoring real time adherence and metrics in a multi-skill call center environment, through dashboards and WFM tool, communicating areas of concern to Management team and making real time adjustments to agent schedules.
Ensure familiarity with the most up-to-date policies and procedures to communicate accurate information to agents and/or customers, as well as recognize potential additions or modification to policies or procedures.
Perform additional responsibilities as assigned by management.
Ensure compliance with applicable federal, state, and local laws and regulations. Complete all required compliance training.
Maintain knowledge of and adhere to Flagstar's internal compliance policies and procedures. Take responsibility to keep up to date with changing regulations and policies.
Performs special projects, and additional duties and responsibilities as required.
Consistently adheres to regulatory and compliance policies and standards linked to the job as listed and complete required compliance trainings. Accountable to maintain compliance with applicable federal, state, and local laws and regulations.
Job Qualifications :
Education level required: High School / High School Equivalency (GED, HiSET, TASC) / Foreign Equivalent
Minimum experience required: 3+ years in a call center environment and/or customer service experience.
2+ years of experience in the business & corporate banking industry
1+ year sales experience
Prior knowledge of call center operations.
Understanding of MS Office Suite with intermediate technical and computer skills; ability to navigate quickly within various computer programs.
Ability and willingness to work the varying shifts including evenings and weekends.
Business & Corporate contact center experience (preferred).
5+ years in a call center environment and/or customer service experience (preferred).
Proven customer service skills and the ability to resolve/mitigate problems and prevent customer dissatisfaction.
Exceptional analytical and critical thinking skills and an ability to think quickly under pressure.
Commitment to meeting the expectations and requirements of internal and external customers with a good sense of urgency.
Excellent verbal and written communication skills and great telephone techniques.
Must be collaborative, highly organized, detailed oriented and have successfully demonstrated the ability to manage multiple priorities.
Demonstrated ability to look for ways to improve and promote quality.
Demonstrated ability to maintain confidentiality using tact and diplomacy.
Physical demands (ADA): No unusual physical exertion is involved.
