Job Title: Contact Center Escalations Specialist - Banking Support
Job Summary
The Customer Service Escalations Specialist will be responsible for facilitating any escalated customer calls, answering agent support hotline calls, and meeting service level agreements on case escalations, social media complaints, and emails, while ensuring KPI goals are met. These KPIs include average speed to answer (ASA) of 60 seconds or less, abandonment rate of less than 5%, and an average handle time (AHT) of 5:30 seconds or less. The Escalations Specialist 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.
Job Responsibilities:
Hotline Support
* 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.
* Handle all Banking call types, such as business banking and/or branch support
* Meet and exceed customer satisfaction expectations
Customer Follow Up
* Complete tickets escalated to management, including customer call backs and survey responses
* Coordinate and execute on outbound calling efforts
* Process and respond to social media complaints and email requests
Operations and Agent Development
* Share job knowledge and best practices with agents for their continued development
* Provide real-time and/or side-by-side coaching and review recorded calls for continuous improvement of agent performance
* Maintain a positive work environment through motivation and visibility to agents. Escalations Specialists should walk around periodically to perform live monitoring of agents, compliment agents for on-the-spot performance, and assist agents struggling with calls
* Partner with real-time coordinators to increase employee efficiency and communicate areas of concern to management
* Complete a range of non-phone activities including huddles, completion of LMS courses, and special projects
* 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
* Ensures compliance with applicable federal, state and local laws and regulations. Completes all required compliance training. Maintains knowledge of and adhere to Flagstar's internal compliance policies and procedures. Takes responsibility to keep up to date with changing regulations and policies.
Job Requirements:
* HS Diploma, GED or Foreign Equivalent
* 3+ years in a call center environment and/or customer service experience
* 2+ years of experience in the banking industry
* 1+ year sales experience preferred but not required
* Prior knowledge of call center operations preferred
* Proven customer service skills and the ability to resolve/mitigate problems and prevent customer dissatisfaction.
* Exceptional analytical and problem solving skills and an ability to think quickly under pressure.
* Ability to handle high call volume and answer customer questions in a timely manner
* Commitment to meeting/exceeding the expectations and requirements of internal and external customers with a high sense of urgency.
* Excellent verbal and written communication skills and good telephone techniques.
* Must be team-oriented, 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.
* 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.
* Ability to work independently with limited supervision
