Customer Experience Associate, Trump Accounts Resolutions Desk
Core
Escalation support specialist for a dedicated Trump Accounts platform, coaching front-line agents and resolving complex tickets outside standard workflows.
Role type
Senior IC customer experience escalation specialist
Builds
A standalone Trump Accounts platform for a federal national initiative
Domain
Finance / Government-backed financial services
Deliverable
client delivery
Required skills
complex case resolution, agent coaching, policy judgment, pattern recognition, documentation discipline, multi-priority management
Preferred skills
launch support experience, structured support tools familiarity, complex concern handling
Responsibilities
Provide guidance to agents via tickets and phone consultations, coach agents through complex workflows, review and coach on case hygiene, aggregate feedback to highlight process gaps, serve as subject matter expert on evolving tools, maintain flexible availability for coverage
Seniority
Mid-level, hands-on IC
