Customer Experience Specialist

Role Overview

The Customer Experience Specialist will research and resolve customer inquiries presented by regulatory and government agencies. The role involves the entire resolution process, including research, communication with the cardholder, root cause analysis, and business summary reviews.

What You Will Do

The Customer Experience Specialist will resolve customer feedback, complaints, escalations, or inquiries received via email, phone, public review sites, or interdepartmental requests. They will identify customer needs and take proactive steps to maintain positive experiences.

Why It Might Be a Fit

The ideal candidate will have excellent communication skills, written and verbal, with the ability to clearly communicate concerns to all levels of management. They will also have strong organizational skills, ability to prioritize workload to meet deadlines in a fast-paced environment, and excellent analytical and problem-solving skills with strong attention to detail.

Requirements

• Excellent communication skills, written and verbal
• Ability to learn, understand and apply policies to everyday tasks of the role
• Strong organizational skills and ability to prioritize workload to meet deadlines in a fast-paced environment
• Excellent analytical and problem-solving skills with strong attention to detail
• Proficiency in Microsoft Office (Word, Power Point, and advanced Excel)
• Team player and can collaborate with other teams in the organization
• High level of interpersonal skills with demonstrated poise, tact, and diplomacy
• Bachelor/Associates degree or equivalent work experience