Executive Response Spec- Deposit Complaints
Core
Investigate and resolve escalated complaints regarding Retail Payment Solutions (credit/debit cards) via research, customer calls, and regulatory correspondence.
Role type
Senior IC customer service specialist (escalation management)
Builds
Resolution responses for high-level customer escalations and regulatory feedback
Domain
Banking / Retail Payments
Deliverable
client delivery
Required skills
Escalation management, regulatory compliance, customer communication, cross-functional collaboration, policy interpretation, data analysis
Preferred skills
Knowledge of credit/debit card products, contact center systems, written/verbal communication, keyboard proficiency
Responsibilities
Research and investigate escalations from regulatory agencies, senior management, and social media; Call cardmembers to diffuse high-level complaints; Write letters/emails to customers regarding complaint resolutions; Collaborate with Compliance, Legal, and Collections teams; Recommend operational updates based on complaint trends.