General Escalations Specialist
Higher One - New Haven, CT

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The General Escalations Specialist provides research and support for customer requests according to company policy and procedures ensuring that SLA’s are met.

  • Handle general escalation questions and research via EasyHelp from the Customer Care team and account holders.
  • Accurately and clearly respond to questions and offer additional information when appropriate and reduce ticket rework.
  • Clearly communicate the research done and next steps for Customer Care to follow.
  • Perform a wide variety of tasks including researching financial transactions relating to consumer accounts including electronic banking, tracking direct deposit, wire and ACH transfers.
  • Research and reissue customer refund checks as per the daily processing commitment metrics.
  • Adhere to the commitment standards for processing all General Escalation cases.
  • Provide back up for other Banking Services functions and employees.
  • Ensure compliance with company policies and procedures.
  • Identify any escalation trends and bring to the attention of management.
  • Provide backup assistance to teammates as required
  • Prior banking experience preferred

Technical skills
  • Proficient in Excel, Outlook, Word
  • Excellent written and verbal communication skills

Behavioral predisposition
  • Proven propensity to learn new technologies quickly
  • Ability to provide stellar customer service to resolution
  • Has the ability to acquire new skills efficiently, and thrives in a collaborative team environment
  • Demonstrates analytical problem solving skills
  • Handle multiple tasks simultaneously and prioritize assignments
  • Detail oriented and organized
  • Self motivated
  • Enjoys new challenges in a rapidly growing changing environment

About this company
31 reviews
The higher ambition at Higher One Holdings is to facilitate higher education payments. The company provides payment processing and...