Elevate · 2 days ago
Customer Relations Analyst I
Fort Worth, TX
Full-time
Hybrid
Mid Level
3+ years expElevate is seeking a Customer Relations Analyst I who will be primarily responsible for the timely resolution and documentation of customer complaints. The role involves using decision-making skills to balance consumer and company interests while identifying opportunities for process improvements to enhance customer experience.
CreditFinancial Services
Responsibilities
Take lead role in accurately and timely researching, resolving, and responding to complaints received directly from a customer/consumer
Provides quality customer service during calls and written customer interactions; communicates with appropriate tone and intent, proper sentence structure, grammar, and spelling
Maintains a thorough understanding of all aspects of Elevate Products, process, procedures and relevant regulations. May receive guidance on complex problems, but independently determines and develops approaches and solutions
Partners with various internal teams and/or contact center staff to determine merit of complaint allegations
Evaluates internal business processes as they relate to complaint activities and recommends solutions for identified errors, gaps, and opportunities
Identifies opportunities to ensure a prime customer experience and champions these efforts in the day-to-day activities of the organization. Recommends and assists in changes to best practices
Monitors and acts upon social media comments, inquiries, and customer contacts
Follows and applies documented procedures; documents and secures necessary approvals for making exceptions when necessary to resolve highly sensitive or high-risk issues
Communicates complaint related adverse events to senior management
Perform other duties or tasks as assigned
Qualification
Required
High School diploma or equivalent
3+ years of customer service and/or complaint escalation/resolution experience (in regulated industry preferred); with demonstrated ability to calm and de-escalate sensitive customer situations with empathy, understanding, and calm resolve
Solid research skills, including gathering and analyzing information or data from multiple sources, differentiating critical from non-critical information, and making actionable recommendations
Strong critical-thinking and problem-solving skills with the ability to think under pressure, evaluate alternatives, identify innovative solutions, and make actionable recommendations
Outstanding organizational and planning skills with ability to prioritize workload, manage multiple competing tasks, and provide appropriate follow-up/through
Ability to build and maintain effective relationships through strong interpersonal skills and consistent demonstration of solid professional judgment and principled behavior
Passion: An innate care and concern for the customer and a passion for ensuring customers and their experience with our products are our number one priority
Communication: Polished and professional communication in both verbal and written form. Able to compose correspondence to communicate with applicable tone and intent, proper sentence structure, grammar, and spelling
Ethics and Responsibility: Acts with dignity and respect, expressing empathy, care and compassion towards customer frustrations while upholding or maintaining company integrity
Flexibility/Adaptability: Demonstrates adaptability. Works effectively in faces of stress, ambiguity, difficult situations and changing priorities. Champion of change through their support of the company's ongoing efforts to resist the status quo
Ownership: Achieve successful results by focusing on performance that enhances the customer experience and apply a sense of urgency in their efforts to create value for the company. Is proactive in identifying opportunities for improvement in process, policies and customer service solutions
Teamwork: Builds effective working relationships and collaborates as a team player, using positive flow of communication when voicing concerns
Company
Elevate
Elevate, and the banks it supports, provide responsible, tech-enabled online credit solutions to consumers for immediate relief today and help them build a brighter financial future.
201-500 employees
H1B Sponsorship
Elevate has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (18)
2024 (18)
2023 (22)
2022 (30)
2021 (33)
2020 (33)
Funding
Current Stage
Public CompanyTotal Funding
$665MKey Investors
Park Cities Asset Management
2022-11-16Acquired
2021-10-13Post Ipo Debt· $50M
2017-04-06IPO
Leadership Team
Jason Harvison
Chief Executive Officer
Chris Lutes
Chief Strategy Officer
Recent News
2022-11-18
American Banker
2022-11-18
Company data provided by crunchbase