Remote - Bilingual Corporate Resolutions Specialist (Spanish/English)

The schedule for this role is Monday-Friday 9:30am-6:00pm PST.

What does a Bilingual Corporate Resolutions Specialist​ do at Green Dot?

As the Corporate Resolutions Specialist, you will be responsible for resolving the most escalated customer-initiated issues to the highest professional standards. Using your excellent customer service skills, you will have the opportunity to advocate for our customers by delivering world-class customer service and managing all escalations to attain the best possible response/resolution.  In Green Dot Customer Escalations, we continually seek individuals with a keen passion for delivering exceptional customer experiences, a desire to make a positive impact, a commitment to their work, the ability to elevate the performance of their team members and display enjoyment for solving complex customer issues.

As a Bilingual Corporate Resolutions Specialist, you can look forward to:

• 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.

You might be the right match for this role if:

• You have a passion for customer service and enjoy finding solutions.

• You enjoy demonstrating sound negotiation, problem-solving and conflict resolution skills by working to resolve issues within your own authority and parameters whenever possible

• You are excited to advocate as the “voice of the customer”.

• you have the ability to work independently and follow directions related to your job with little follow-up by your manager.

These are qualifications we are looking for to help add to our culture and for you to join us in our mission! 

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.