As an Scalations Representative, you serve as the final tier for escalated consumer calls. This position is critical in resolving complex scenarios and ensuring the most consumer-friendly experience.
What tasks You’ll do in this role:
- Resolving complex discrepancies that require a higher level of technical access and expertise.
- Merging duplicate records to ensure a consumer has one accurate, unified credit profile.
- Managing sensitive scenarios such as identity theft related to human trafficking, bankruptcy updates, and deceased consumer records
- Handling high-security "Blue Flag" accounts and implementing or removing security freezes and fraud alerts.
- Acting as a liaison for legal inquiries, and high-priority consumer matters.
- Correcting and updating critical personal information to ensure accuracy for lenders and mortgage processes.
- Providing a professional, "one-call resolution" experience by educating consumers on credit reporting laws and internal procedures.
What experience is a must:
- High school diploma completed .
- Previous experience in contact centers or customer service ( 1 year minimum ), with a proven track record of handling escalated issues via phone.
- Strong written and verbal communication English skills: B2 level needed.
- Availability to work On Site - Heredia.
What could set you apart:
- Proficiency in computer applications and experience navigating multiple CRM systems and other relevant software. G-suite - Salesforce.
- Attention to detail and the ability to be vigilant with customer privacy and data security.
- Ability to solve complex issues while demonstrating empathy, patience and courtesy.
- A history of high customer satisfaction (CSAT) scores in an escalated support environment.