OVERVIEW
The Escalation Review Team is a group within our Executive Escalations Team, focused on reducing fraud and lowering our appeasement costs. We are a service-centric and analytics-driven team that thinks upstream to implement solutions that delight our community, improve performance, and scale through better automation, process, and product experience.
You will be an expert detective, reviewing all escalations from our BPO sites related to suspicious Customer behavior, fraud, appeasements, and resolutions. The ideal candidate is someone who is passionate, exhibits a high level of critical thinking in dealing with highly escalated issues.
ABOUT THE JOB
- Review ticket escalations from Care concerning Customer’s accounts and behavior that indicate potential fraudulent activity
- Become an expert on detecting and decisions on fraudulent customer behavior
- Determine the resolution of customers’ service or billing complaints by authorizing activities such as exchanging merchandise, refunding money, and adjusting charges.
- Partner with Trust and Safety organization to triage agent escalations
- Review, monitor, and audit records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken. Obtain and examine all relevant information to assess the validity of complaints and to determine possible causes.
ABOUT YOU
- College Degree preferred but will review experience.
- 3+ years experience in customer service or call center a plus, but not mandatory
- Strong verbal and written communication skills
- Previous experience with Zendesk, Ujet, and admin tools
- Strong writing skills and impeccable attention to detail
- Customer service and interpersonal skills
- Expert ability to work independently and manage one’s time.
- Expert ability to accurately document and record customer/client information
- Expert leadership and mentoring skills are necessary to provide support and constructive performance feedback.
- Analyze and advise Senior Leadership of work-flow issues and trends and recommend resolutions
- Willing to work any applicable shift within a 7-day work week