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Oracle Cloud ERP · 1 month ago

Service Experience Team Lead

Saint Cloud, MN, United States

Full-time

Hybrid

Mid, Senior Level

$25.50/hr - $35.10/hr

4+ years exp

Oracle Cloud ERP is currently seeking a Service Experience Team Lead for their Resource Center team located in St. Cloud, MN. This role involves providing operational support and world-class customer service, coaching team members, and managing escalated cases to ensure timely resolutions.

Information Technology & Services

Responsibilities

Supporting the Level-1 and Level-2 associates:

Resolve conflicts before further escalation

Conferring with the fell associates to come up with solution that works for both sides

Coach members on achieving goals and developing necessary skills that get results

AW Support Center:

Take ownership of assigned cases. Ensure necessary steps are taken to resolve promptly. Demonstrate strong research skills to investigate and determine appropriate course of action for escalated cases

Exhibit excellent follow up skills to track the progress of cases, maintain communication with stakeholders, and ensure timely resolution

Chat and Phone Support

Work alongside our Level-1 associates via chat to provide options to resolve difficult phone calls

Minimal Back-Up Support on phones when volumes have exceeded a manageable level for Level-1

Escalation processing

Understand the intricacies of processing escalations

Comprehend the reason behind each escalation

Account Information Management

Demonstrate knowledge of how and where to review account information

Determine the status of a request within the processing pipeline

Documentation Analysis:

Assess what actions have been taken so far

Examine the submitted paperwork to very accuracy

Communication Tracking:

Keep track of interactions with Advisors, Administrators, or Clients to maintain transparency and accountability

Identify who the relevant parties are currently working with or have spoken to

Salesforce Case Management:

Utilize Salesforce to retrieve and analyze existing cases related to the same issue

Research and determine appropriate next steps based on the gathered information

Initiate contact with the relevant department or individual when necessary

Project Work

Thoroughly review and process financial transactions, such as journals, distributions, and checks requests, with meticulous attention to details to ensure accuracy and compliance

Possess effective written and verbal communication skills to interact with advisors, administrators, clients, and internals teams

Maintain department documentation

Qualification

SalesforceFinancial transaction processingCoachingMentoringNetx360AdviceWorksSmartworksDocupaceProblem resolutionFollow-up skillsFriendly demeanorNew accountsLicensing SIELicensing FINRASchwabFidelityPershingOrionEnvestnetOrganizational skillsCommunication skillsWork under pressureLeadership experience

Required

Friendly: Approach tasks and interactions with a positive and friendly demeanor, fostering a collaborative and supportive work environment

Work Well Under Pressure: Ability to thrive in a fast-paced environment and handle escalated cases with composure and efficiency

Systems Knowledge: Proficient in using financial system, including Netx360, AdviceWorks, Smartworks, Salesforce, Docupace and other resources

Processing Experience: Prior experience in processing financial transactions such as journals, distributions, and check requests are highly desirable

Understanding of New Accounts: Familiarity with various types of accounts, the new account process, required paperwork and the ability to accurately complete documentation

Interest in providing direction, coaching to others

High School diploma or equivalent

4 years of related experience in financial service/call center