Resolve escalated customer inquiries via predominantly email, with occasional need for phone calls to support customers.
Responsible for maintaining a high level of professionalism and maintaining excellent Quality Assurance scores with clients while working to establish a positive rapport
Utilization of your in-depth product and financial knowledge to communicate, investigate, and resolve customer issues on a larger variety of case types.
Participate and assist in ongoing training to develop new skills and responsibilities
Help identify trends and areas of improvement including agent coaching, quality monitoring and product features
Participate in the incubation phase of new products and features and assist with ad-hoc projects as needed
