Executive Customer Relations / Risk Management Advocate
About the role
The Executive Customer Relations & Risk Management Advocate is responsible for managing complex customer escalations received through senior executives, Legal, and other high-profile channels. This role serves as a trusted resource for resolving sensitive customer concerns, supporting Retail leadership, and supporting risk management efforts for eComm, Digital business and product-related issues. Success in this role requires sound judgment, professionalism, discretion, along with a strong commitment to delivering exceptional customer experiences while protecting the company’s brand. This role requires an individual who can independently navigate complex situations, exercise sound judgment, and take ownership of outcomes while partnering with leadership as needed.
Responsibilities
- Manage customer escalations received through Executive Leadership, Legal, Risk Management, Retail/Field team, and other potential sources that may receive an escalation/sensitive issue.
- Investigate complex customer concerns, including reviewing case history and call recordings in collaboration with relevant teams (for example, QA, Training & Knowledge) and leadership to understand interactions, validate information, and