ORS Partners

Escalation Response Specialist

Job Locations US-PA-Langhorne
Posted Date 7 days ago(1/13/2021 9:56 AM)
Client & Job Location : Address
43 Summit Square Center Suite 200
Client & Job Location : Postal Code
Job ID
# of Openings
Customer Service / Call Center
Regular Full-Time


Role Summary:

The Customer Escalation Specialist is responsible to serve as the final point of contact in our “high-touch” customer care team.  Key functions include providing phone, email, mail, and chat support to existing customers and cultivating long-term relationships with new customers.  This role will track and report directly to the management team to ensure that all customers issues are resolved in a timely and caring manner.  Additionally, the Customer Escalation specialist will work with internal sources to mitigate all regulatory complaints brought by customers. 

The customer escalations specialist will work across multiple business portfolio’s within BankMobile and serve as a subject matter expert in all elevated customer issues.  They will work directly with customer care managers regarding escalation trends to ensure that processes are streamlined to create a unique customer experience.  Our mission is to make the frustrated consumer say, "Wow! I finally found a transparent, effortless bank!"


*This position is open to qualified remote employees


To be successful in this role you should possess the following abilities:

  • Assumes ownership and final service point of contact to manage complex and escalated customer issues to resolve all banking-oriented issues or complaints
  • Responsible for engaging customer and addressing the issues of concern, assuming full ownership and control of clients escalated issues.
  • Set appropriate expectations for Customers and BankMobile regarding issue resolution and process of engagement
  • Ability to handle multiple portfolios of clients
  • Present and oversee resources for addressing issues
  • Provide consistent and recorded communication on status and next steps to all parties involved.
  • Champion and represent Customer issues to Management when needed
  • Strong communication (both written and verbal) is required to support the role of cross functional liaison with Customer Care leaders and the BankMobile customers.
  • Responsible for coordinating efforts between the appropriate functional teams to work and resolve issues impacting the success of BankMobile products.
  • Provide support to the management team to identify resource needs across multiple teams and management of issue resolution and closure. This includes but is not limited to:
  • Planning internal customer issue meetings;
  • Maintaining detailed issues lists and complaints
  • Generating executive and/or general summaries as well as providing report updates for all senior leaders.
  • May identify opportunities for process improvements to advance service quality
  • May recommend and implement department training needs
  • Maintain a working knowledge of company and/or department systems, assist with system implementation/conversion as needed
  • Contribute to a positive, ethical and respectful working environment and communicate openly with others
  • Possess an entrepreneurial outlook; always looking to grow and improve the program
  • Participate in special projects and perform additional duties as assigned


Required Experience/ Qualifications:

  • Banking Knowledge
  • Associate’s degree and/or Bachelor’s degree, or equivalent work experience
  • At least two years’ professional experience with Customer required
  • Excellent communication skills (both written and verbal) are required
  • Ability to maintain composure when confronted with sometimes angry, dissatisfied customers.
  • Strong attention to detail
  • Ability to maintain issues lists and action items, as well as setting appropriate expectations in escalated situations.
  • Ability to coordinate efforts between the appropriate functional teams, bringing the appropriate resources to bear on an issue while often influencing without authority.
  • Must be well organized, flexible and able to work multiple customer accounts in a fast paced, time sensitive environment.
  • Problem solving skills
  • Ability to work as an active participant in a team as well as independently
  • Ability to work in a unpredictable and fast pace environment
  • Passion and excitement to work at a firm that is disrupting the financial services space
  • A positive, can-do attitude
  • Required to learn and maintain subject matter expertise in products, services, processes and procedures
  • Experience in a banking center
  • Experience with face-to-face video conferencing tools
  • Experience serving as a final point of contact resolution provider


About BankMobile:

BankMobile, a division of Customers Bank, is the largest and fastest growing mobile-first bank in the country. Our mission is to make banking affordable, effortless, and financially empowering for the millions of Americans who need it the most – the underbanked, millennials and working-class Americans.  


BankMobile is the first bank in the U.S. to offer a completely fee-free banking experience and uses innovative mobile technology to make banking enjoyable and seamless. The Bank is also committed to making each of its customers feel financially empowered through education and access to a free financial coach. Through constant innovation, its white label banking distribution model, and putting the customer experience above all else, BankMobile is truly disrupting the banking space.


BankMobile, a division of Customers Bank, will provide consideration for employment to qualified applicants without regard to their race, color, religion, national origin, sex, protected veteran status or disability.


BankMobile, a division of Customers Bank. Member FDIC - Equal Housing Lender - All Rights Reserved


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