Tier 3 Escalation Specialist

The Tier 3 Escalation Specialist will address and resolve high-level customer issues involving severe complaints, service failures, and process complexities, managing sensitive issues related to financial transactions, ensuring customer satisfaction and compliance. They will collaborate with external vendors and internal teams to troubleshoot and resolve complex customer issues efficiently. This role provides expert advice, guidance, and mentorship to Tier 1 and Tier 2 support teams and identifies gaps in customer service documentation to help close those gaps. The specialist also assists other levels of support during peak volumes and leads customer escalation management, ensuring timely resolution and effective communication. They will also develop and implement strategies for continuous improvement and analyze recurring customer issues to prevent future occurrences.