Escalation Specialist (Internal Dispute) - Remote

Overview

The Escalation Specialist will manage internal dispute resolution cases, ensuring fair outcomes for customers and the business while handling escalated complaints professionally.

In Short

• Manage internal dispute resolution (IDR) cases end-to-end.
• Handle complaints escalated to external dispute resolution schemes.
• Communicate empathetically and professionally with customers.
• Investigate complaints thoroughly and objectively.
• Prepare clear, concise written responses to complaints.
• Collaborate with internal departments to resolve disputes.
• Build and maintain strong relationships with stakeholders.
• Document all actions in the complaints management system.
• Identify complaint trends and contribute to improvements.
• Support team members as needed.

Requirements

• Experience in customer service or dispute resolution.
• Strong communication skills, both verbal and written.
• Ability to investigate and analyze complaints.
• Proficient in documenting and managing information.
• Team player with collaborative skills.
• Empathetic approach to customer interactions.
• Knowledge of regulatory obligations related to complaints.
• Attention to detail in documentation.
• Ability to identify trends and suggest improvements.
• Willingness to handle additional duties as required.

Benefits

• Work from home flexibility.
• Dayshift schedule.
• Opportunity for professional growth.
• Supportive team environment.
• Access to training and development resources.