Tier II Customer Support Specialist (Fintech)
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
TL;DR
Tier II Customer Support Specialist (Fintech): Handling complex inbound customer inquiries and escalations for a digital banking platform with an accent on root cause analysis and process improvement. Focus on delivering high-quality, customer-centric resolutions while managing casework in a fast-paced, hybrid environment.
Location: Must be based in or able to commute to Draper, UT or Richardson, TX. This role operates under a hybrid model requiring three days per week in the office.
Company
is a leading global investment banking, securities, and investment management firm, with Marcus serving as its digital consumer banking division.
What you will do
- Act as an escalation point for complex customer inquiries via phone and casework.
- Partner with cross-functional teams to investigate issues and identify root causes.
- Recommend and implement process improvements to enhance operational efficiency.
- Manage assigned casework while meeting service level expectations for quality and accuracy.
- Participate in projects aimed at driving operational excellence.
- Maintain high performance across key metrics including call quality and productivity.
Requirements
- Minimum 2+ years of experience in a customer-facing or contact center role.
- Proven experience handling escalated or complex customer issues.
- Strong analytical, problem-solving, and organizational skills.
- Excellent verbal and written communication skills.
- Ability to manage multiple priorities in a high-volume environment.
- High school diploma.
Culture & Benefits
- Commitment to diversity, inclusion, and professional development.
- Access to firmwide networks and training opportunities.
- Comprehensive wellness and personal finance offerings.
- Supportive environment focused on growth and individual contribution.
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