Tier 3 Escalation Specialist

Position Overview

Branch is seeking a highly skilled and experienced Tier 3 Escalation Specialist to manage the most complex and critical customer issues. This role is crucial for ensuring the highest level of customer satisfaction by resolving severe complaints, managing financial transaction escalations, and collaborating with various internal and external teams.

About Us

Branch is on a mission to empower workers with financial freedom by helping companies accelerate payments and providing working Americans with accessible, free financial services. We are committed to building and delivering more inclusive, transparent, and frictionless financial products. Our goal of empowerment extends to our employees, valuing their ideas, creativity, and contributions. We foster a diverse and inclusive environment where talent thrives, encouraging innovation, initiative, and teamwork. Join us as we develop new ways to improve the lives of working Americans.

Responsibilities

• Address and resolve high-level customer issues involving severe complaints, service failures, and process complexities.
• Handle and resolve sensitive issues related to financial transactions, ensuring customer satisfaction and compliance.
• Collaborate closely with external vendors and internal teams to troubleshoot and resolve complex customer issues efficiently.
• Provide expert advice, guidance, and mentorship to Tier 1 and Tier 2 support teams to enhance overall customer support quality.
• Identify gaps in customer service documentation and act as a subject matter expert for the Training & Documentation team to help close those gaps.
• Assist other levels of support during peak volumes, ensuring seamless customer service continuity.
• Lead customer escalation management, ensuring timely resolution and effective communication with all stakeholders.
• Develop and implement strategies for continuous improvement in customer support and escalation management processes.
• Analyze recurring customer issues and work proactively with relevant teams to address root causes and prevent future occurrences.
• Monitor and report on the performance of the customer escalation management process, providing insights and recommendations for improvement.

Qualifications

• Extensive experience in customer support, with a focus on managing complex and high-priority customer issues.
• Strong analytical and problem-solving skills with the ability to think critically and empathetically.
• Excellent communication skills and ability to handle high-pressure situations with professionalism and poise.
• Proven experience in advanced customer support roles, preferably in a fintech setting.
• Ability to quickly learn and apply new processes and technologies.
• Demonstrated ability to lead cross-functional teams and drive collaborative problem-solving.
• Strong organizational skills and attention to detail, with the ability to manage multiple high-priority tasks simultaneously.
• A customer-centric mindset with a commitment to providing exceptional service and satisfaction.

Compensation

• Salary Range: $50,000 - $55,000 per year.
  • Note: The salary range displayed reflects an average base salary range for the position across the US. The base salary offered to an applicant could be higher or lower based on specific skill set, depth of experience, relevant education or training, etc. The base salary range listed excludes commission, bonus, or equity.

Employment Type

• [Employment Type not specified]

Location Type

• [Location Type not specified]