Remote - Executive Escalation Specialist

We’re looking for talented professionals, anywhere in the United States, to join us in bringing smart money management and payment solutions to everyone’s fingertips.

At Green Dot, we are evolving to a new and permanent “Work from Anywhere” model designed to maximize the benefits of remote work, promote and enable a strong culture of performance and connectedness, and attract the best and brightest talent who align with our entrepreneurial spirit and mission.

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JOB DESCRIPTION

As a Customer Support Specialist IV, you will be responsible for resolving the most highly escalated customer-initiated issues that are received by internal and partner employees and executives.  The objective of the position is to advocate for our customers by delivering world-class customer service and managing all escalations to obtain the best possible response/resolution while maintaining 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 a positive 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:

• Ensure that all customer escalations and complaints are managed to excellent professional standards and within Green Dot terms and policies.

• Monitor mailboxes and provide written explanation for complaints and/or escalations

• Upon receipt of the escalations, complete outbound contacts (written and voice) to confirm receipt and attempt to resolve the issue.

• 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 the 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 the 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 the 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 in order 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.

Requirements:

• Bachelor’s Degree preferred

• 3+ years of customer service experience required.

• Previous corporate escalations or higher tier experience desired.

• Exceptional verbal and written communication skills.

• Ability to communicate effectively with all levels of management and company personnel.

• Exceptional problem-solving skills.

• Highly effective organizational skills.

• Demonstrated negotiation and conflict management skills.

• Proven success working in a collaborative team within a fast-paced, highly visible, customer-centric and focused environment.

POSITION TYPE

PAY RANGE

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Green Dot promotes diversity and provides equal opportunity for all applicants and employees. We are dedicated to building a company that represents a variety of backgrounds, perspectives, and skills. We believe that the more inclusive we are, the better our work (and work environment) will be for everyone. Additionally, Green Dot provides reasonable accommodations for candidates on request and respects applicants' privacy rights.