[Hiring] Corporate Resolutions Specialist @Green Dot Corporation

Role Description

We’re looking for talented professionals to join us in bringing smart money management and payment solutions to everyone’s fingertips.

This role can work remotely anywhere in the United States. The expected working hours for this role will be: Monday through Friday, 9:30 am-6:00 pm PST.

The Corporate Resolutions Specialist is responsible for resolving the most escalated customer-initiated issues to the highest professional standards. The objective of the position is to advocate for our Customers by delivering world-class customer service and managing all escalations to attain the best possible response/resolution.

• Ensure that all customer escalations and complaints are managed to excellent professional standards and within Green Dot terms and policies.
• Receive inbound contacts calls and complete outbound contacts (callbacks, responses, etc.) to ensure that all queues are maintained, and all service levels are met.
• Maintain personal and team accountability for productivity and efficiency.
• Demonstrate ownership of customer issues and work proactively with Green Dot business units, partners and vendors to manage issues through to a complete resolution in a timely manner.
• Demonstrate sound negotiation, problem-solving and conflict resolution skills.
• Understand the big picture and identify the underlying drivers causing complaints by capturing, reporting and analyzing systematic issues.
• Advocate as the “voice of the customer” to Green Dot.
• Understand current business processes and tools that impact our customers.
• Share information and knowledge with other team members to recognize and reduce the number of repeated issues.
• Capture all pertinent customer contact information accurately and concisely within the data capture systems.
• Follow escalation and complaint procedures to ensure that all customer escalations and complaints are tracked.
• Utilize appropriate tools to ensure the customer receives relevant information.
• Support Green Dot employees and executives with resolving customer issues.
• Maintain contact with all other relevant customer groups within Green Dot.
• Actively participate in ensuring that Green Dot knowledgebase is up to date.
• Participate in team meetings, discussions and other activities as required.
• Perform other duties as assigned.

Qualifications

• Minimum 3 years of customer service experience required.
• Previous corporate escalations or higher tier experience desired.
• Exceptional verbal and written communication skills.
• Ability to communicate effectively with all levels of management and company personnel.
• Exceptional problem-solving skills.
• Highly effective organizational skills.
• Demonstrated negotiation and conflict management skills.
• Proficiency in MS Outlook, Word, PowerPoint and Excel skills required.
• Proven success working in a collaborative team within a fast-paced, highly visible, customer-centric and focused environment.
• Ability to work seated for a prolonged period of time.
• Ability to work independently and follow directions related to your job with little follow-up by your manager.
• Ability to work in the U.S. without sponsorship.
• Ability to meet the location requirement outlined above.

Company Description

Green Dot is committed to providing an inclusive and accessible hiring experience for all candidates. If you require a reasonable accommodation during any part of the application or interview process, we encourage you to let us know.

At Green Dot Corporation, we value diversity and strive for fair and inclusive hiring practices. However, we are currently unable to offer visa sponsorship. All applicants must be legally authorized to work in the United States at the time of application and throughout the duration of employment, without the need for current or future sponsorship.

Please ensure that all information provided in your resume and application is accurate and authentic. Submissions found to be fraudulent or misleading will result in disqualification from consideration, and any offers extended may be rescinded.