Escalations Resolution Specialist

Responsibilities

• Monitor the Escalation Support Chat for incoming escalations from Call Center agents
• Handle all escalated calls as a trusted guide, showing empathy and authority, guiding the customer to a story worthy customer experience
• Document all escalated calls and track opportunities for improvement
• Serve as a liaison between Call Center leadership and other lines of business to provide resolution
• Adhere to RoundPoint’s commitment to compliance
• Efficiently navigate through multiple servicing related systems and platforms
• Other duties not described above may be assigned as needed

Qualifications

• Genuine, empathetic demeanor and ability to relate to others going through a tough situation
• Strong customer-service skills, including personable and courteous telephone etiquette
• Ability to make decisions and exercise good judgment in a complex and rapidly changing environment
• Ability to work under stress/pressure and respond to inquiries with tact, diplomacy, and patience
• Ability to exercise discretion on sensitive and confidential matters
• Proven track record of positive call handling with few calls having previously been transferred to escalation support
• Quality verbal and written communication skills
• Ability to excel in a team environment
• 1-2 years’ mortgage experience
• MSP/Five9 software experience

About the Role

The Escalation Resolution Specialist is part of the Tier 1 Escalation Resolution team, whose primary responsibility is addressing the needs of escalated customers who have requested leadership, following an interaction with one of our call center representatives. Their first objective is resolving the immediate customer’s escalation, then identifying the root cause of the issue. This feedback is captured and provided to the call center leadership team to deep dive. Individuals in this role are experts in identifying frustrated customers, understanding opportunities for improvement within an agent/customer interaction, and in finding solutions to solve customer issues. Escalation Resolution Specialist should be comfortable with contacting other lines of business to gather information and be able to document and recognize patterns of larger issues.

The Escalation Resolution Specialist reports to the Escalation Resolution Supervisor and must build and maintain relationships across Call Center Departments and amongst other lines of business.