The objective of the position is to investigate and respond to written regulatory complaints that customers file against Green Dot to attain the best possible response and resolution. Corporate Resolutions Specialists (Agency Associates) are responsible for resolving the most escalated customer-initiated issues to the highest professional standards. In Green Dot Customer Escalations, we continually seek individuals with a keen passion for delivering exceptional customer experiences, a desire to make an impact, a commitment to their work, the ability to elevate the performance of their team members and display enjoyment for solving complex customer issues.
RESPONSIBILITIES:
- Provide accurate and comprehensive written analysis and responses to customer complaints that have been filed with a state or federal regulator within the appropriate timeframes.
- Ensure that all customer escalations that have been filed with a state or federal regulator are managed to excellent professional standards and within Green Dot terms and policies.
- Demonstrate ownership of customer issues and work proactively with Green Dot business units, partners and vendors to manage issues through to a complete resolution in a timely manner.
- Demonstrate sound negotiation, problem-solving and conflict resolution skills by working to resolve issues within your own authority and parameters, whenever possible, while utilizing sound judgment to understand when it will be both effective and necessary to escalate to a higher authority.
- Demonstrate ability to understand the big picture and identify the underlying drivers causing complaints by capturing, reporting and analyzing systematic issues and recommending solutions to improve processes and products.
- Advocate as the voice of the customer to Green Dot. Proactively make recommendations to address root causes of escalations and complaints by leveraging escalation contacts and processes.
- Understand current business processes and tools that impact our customers and work with manager and the necessary owners internally to resolve any issues and fix processes.
- Share information and knowledge with other team members to recognize and reduce the number of repeated issues.
- Capture all pertinent customer contact information accurately and concisely within the data capture systems and ensure data is properly maintained.
- Follow escalation and complaint procedures to ensure that all customer escalations and complaints are tracked and all relevant parties are informed of actions taken to resolve issues.
- Utilize appropriate tools to ensure the customer receives relevant information and identify knowledge gaps and/or outdated policy/procedure which caused frontline efforts to fail.
- Support Green Dot employees and executives with resolving customer issues.
- Maintain contact with all other relevant customer groups within Green Dot to ensure support for resolution of customer issues, consistency of approach and smooth cross-department cooperation.
- Actively participate in ensuring that Green Dot knowledgebase is up to date.
- Participate in team meetings, discussions and other activities as required in order to support the team and improve quality of the operation.
