Serve as a critical liaison between customers and the Bank by ensuring timely, compliant, and customer-focused resolution of complaints and service concerns across multiple channels.
Conduct thorough investigations by gathering information from internal systems, management, frontline teams, and customers.
Track, categorize, and analyze complaint data to identify patterns and emerging risks, and coordinate with Digital Banking and enterprise teams to implement corrective actions when needed.
Forbright is a full-service bank and commercial lender focused on helping to build a brighter future for its clients and communities. The company is dynamic, high energy, and fast-paced, with a culture of collaboration, inclusion, flexibility, and recognition.
Review, identify and analyze root cause for all escalated service requests; continuously improve based on analysis within delivery teams.
Focus on developing proactive solutions to avoid common issues within escalation process.
Own escalated cases received from various channels including: complaint review requests received from the customer, live HAC escalations, and negative NPS survey responses.
Transcarent is a health and care company bringing medical, pharmacy, and point solutions together. They empower health consumers with choice and higher-quality care and lower costs for 21 million members across more than 1,700 employers and health plans.
Review, respond and investigate complaints submitted directly by customers.
Solve customer issues efficiently, effectively, and empathetically with emphasis on custom crafting written responses that DO NOT rely heavily on predetermined templates.
Improve our resources and tools available for our customers to enable customer education and streamline service
Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest. When customers share their challenging experiences with Affirm, Affirm has invaluable insight into the breaking points of our products, processes, or policies. As we learn from and champion for our customers, we use their voices to improve customer experience, deliver fair outcomes and repair relationships.
Answer inbound customer calls and provide accurate responses.
Manage customer inquiries via the inbound email queue.
Support the Pending Lender Approvals process.
Caribou aims to provide financial freedom to its customers, allowing them to concentrate on their priorities. The company utilizes technology to connect customers with community banks and credit unions, facilitating a quick process.
Deliver fast, accurate, and empathetic support to workplace customers across voice and email.
Troubleshoot issues, follow or adapt workflows, and escalate when necessary.
Develop expertise in products and processes to identify recurring issues and improve customer experiences.
Clipboard exists to help people move up the socioeconomic ladder by connecting professionals with workplaces for on-demand shifts. It is a fast-growing Series C marketplace with a global, remote team of 1,000+ people and has been profitable since 2022.
Deliver exceptional service to customers ranging from small wealth advisory businesses to large financial services firms.
Identify, respond, and resolve issues and questions raised by Vanilla customers.
Provide hands-on support to clients to ensure their ongoing happiness.
Vanilla is an AI-powered estate advisory platform built by advisors, planners, and attorneys. They unify scenario modeling, client visualization, and document creation into one seamless, digital experience, and operate with a flexible, closely connected team.