Senior Escalations Specialist, MX Operations
Core
Resolve the most complex, least defined member experience escalations by investigating root causes and driving resolution within SLAs.
Role type
Senior Escalations Specialist
Builds
Resolved escalations and feedback loops to Product/Engineering
Domain
Fintech / Consumer Finance
Deliverable
client delivery
Required skills
root cause analysis, complex case investigation, SLA management, regulatory compliance application, stakeholder collaboration, trend identification, documentation, process improvement
Preferred skills
Zendesk, Salesforce Service Cloud, fraud handling, dispute resolution, regulatory complaint handling, outsourced team management, AI tools proficiency
