Complaint Specialist

About the Role:

Upgrade is seeking a Complaint Specialist to join our team in Phoenix, AZ. The role is responsible for processing complaints that are received via various channels,  including but not limited to phone calls, emails, and social media. Reporting to the Complaint Management Team Supervisor, this individual contributor role will review and document complaints from initiation through service recovery escalation. This role aims to ensure that customer issues are escalated timely and efficiently while maintaining compliance consistent with company objectives and regulatory guidelines.

What You’ll Do:

• Be FAST to complete an investigation of documented customer complaints and document root cause and resolution details
• Complete targeted reviews of key behaviors leveraging system artificial intelligence (AI) interaction highlights to provide insight to Service Center partners
• Gather and present performance remediation proposals to solve identified trends or opportunities to IMPROVE the customer experience
• Provide insightful feedback to  HELP Service Center Leaders and team members
• Maintain confidentiality of key business messages and other sensitive work-specific information
• Manage assigned work queues ensuring timely execution with a high degree of quality
• OWN assigned workload to ensure all reviews are thoroughly conducted and appropriately resolved or escalated for appropriate service recovery
• Participate in frequent interdepartmental and peer collaboration, including calibration meetings
• Stay abreast of procedure updates and changes to evaluate team member performance on reviewed interactions effectively
• Other duties as assigned

What We Look For:

• 1+ year of applicable experience in a compliance, quality assurance, or quality control-related role
• Ability to effectively prioritize multiple responsibilities and schedule requirements to meet deadlines
• Ability to work independently but a team player who can effectively collaborate across multiple groups
• Adaptable and flexible to changes in business needs as it relates to the role and daily responsibilities
• Collaborative and non-confrontational – a team member with a positive attitude
• Excellent written and verbal communication style that promotes growth and partnership
• Experience in banking and financial services preferred
• Experience interpreting rules and guidelines for appropriate decision making 
• Experience in a role requiring research and writing, such as with case management and written communication with various audiences
• Highly adaptable to an ever-changing environment
• Proficient in Microsoft, Google Suite, data mining tools, and/or statistics with the aptitude to learn new programs
• Proven track record of meeting and exceeding expectation
• Research skills with a strong sense of accountability and ownership
• Self-starter with the ability to thrive with minimal supervision
• Strong attention to detail

What We Offer You: 

• Great open office space
• Paid time off (PTO)
• 401K matching
• Comprehensive benefits package: Medical, dental, vision, life insurance & disability
• Conveniently located in the heart of Downtown Phoenix close to light rail and public transportation
• Paid parking or platinum pass
• New Hire Training Program
• Wellness Incentive Program
• Kitchen fully stocked with snacks and beverages

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