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Green Dot Corporation · 3 months ago

Bilingual Corporate Resolutions Specialist (Blue Ash, OH) (Spanish/English)

US-OH Cincinnati Operations Office

Full-time

Onsite

Mid Level

$37K/yr - $55K/yr

3+ years exp

Green Dot Corporation is seeking a Bilingual Corporate Resolutions Specialist to join their team. This role is responsible for resolving escalated customer issues while delivering exceptional customer service and advocating for customers' needs.

FinanceFinancial Services

No H1B

Responsibilities

Ensuring that all customer escalations and complaints are managed to excellent professional standards and within Green Dot terms and policies

Receiving inbound contacts calls and complete outbound contacts (callbacks, responses, etc.) to ensure that all queues are maintained, and all service levels are met. Maintain personal and team accountability for productivity and efficiency

Demonstrating ownership of customer issues and work proactively with Green Dot business units, partners and vendors to manage issues through to a complete resolution in a timely manner

Demonstrating the ability to understand the big picture and identify the underlying drivers causing complaints by capturing, reporting and analyzing systematic issues and recommending solutions to improve processes and products

Proactively make recommendations to address the root causes of escalations and complaints by leveraging escalation contacts and processes

Understanding current business processes and tools that impact our customers and work with the manager and the necessary owners internally to resolve any issues and fix processes

Sharing information and knowledge with other team members to recognize and reduce the number of repeated issues

Capturing all pertinent customer contact information accurately and concisely within the data capture systems and ensure data is properly maintained

Following escalation and complaint procedures in order to ensure that all customer escalations and complaints are tracked, and all relevant parties are informed of actions taken to resolve issues

Utilizing appropriate tools to ensure the customer receives relevant information and identify knowledge gaps and/or outdated policy/procedure which caused frontline efforts to fail

Supporting Green Dot employees and executives with resolving customer issues

Maintaining contact with all other relevant customer groups within Green Dot to ensure support for resolution of customer issues, consistency of approach and smooth cross-department cooperation

Performing other duties as assigned

Qualification

Customer service experienceBilingual (Spanish/English)Negotiation skillsMS Office proficiencyConflict management skillsProblem-solving skillsOrganizational skillsTeam collaboration

Required

Minimum 3 years of customer service experience

Bilingual skills (Spanish/English)

Ability to communicate effectively with all levels of management and company personnel

Demonstrated negotiation and conflict management skills

Proficiency in MS Outlook, Word, PowerPoint and Excel skills required

Preferred

Previous corporate escalations or higher tier experience desired

Exceptional problem-solving and organizational skills

Proven success working in a collaborative team within a fast-paced, highly visible, customer-centric and focused environment

Company

Green Dot Corporation

Glassdoor2.9

About Green Dot Green Dot Corporation (NYSE: GDOT) is a financial technology platform and registered bank holding company that builds banking and payment solutions to create value, retain and reward customers, and accelerate growth for businesses of all sizes.

Founded in 1999

Austin, Texas, USA

1001-5000 employees