Customer Resolution Liaison
2 weeks ago
Job Summary
We are seeking a skilled Customer Resolution Officer to join our team at Prospa. As a key member of our customer experience team, you will be responsible for managing and resolving customer disputes through our Internal and External Dispute Resolution frameworks.
About the Role
As a Customer Resolution Officer, you will work closely with our customer experience lead to resolve customer disputes efficiently and effectively. Your primary responsibilities will include:
- Resolving customer disputes through our Internal Dispute Resolution (IDR) and External Dispute Resolution (EDR) frameworks
- Investigating and responding to escalated customer complaints in a timely and professional manner
- Collaborating with internal teams to address complex customer issues
- Meeting established timelines for dispute resolution and providing regular updates to stakeholders
- Identifying opportunities to improve our dispute resolution processes and customer experience
Key Skills and Experience
To be successful in this role, you will need:
- Proven experience in complaints management within the financial services industry
- Excellent communication and interpersonal skills, with the ability to handle difficult conversations with empathy
- Strong problem-solving and analytical skills, with the ability to think critically and make sound decisions
- Proficiency in customer service software and databases
- Experience working in a fast-paced environment, with the ability to meet deadlines and manage multiple priorities
What We Offer
As a valued member of our team, you can expect a range of benefits, including:
- Ongoing learning and development opportunities
- A dynamic and supportive work environment
- Competitive salary and benefits package
- Opportunities for career growth and advancement
Why Prospa?
We are a Best Workplace in Technology for 2024 and are committed to creating a diverse and inclusive work environment. If you are a motivated and customer-focused individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity.
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