Escalations Resolution Specialist

Escalation Resolution Specialist

Strong customer-service skills, including personable and courteous telephone etiquette, are essential for this position. The Escalation Resolution Specialist is part of the Tier 1 Escalation Resolution team whose primary responsibility is addressing the needs of escalated customers who have requested leadership following an interaction with a call‑center representative. The first objective is to resolve the immediate customer’s escalation, then identify the root cause of the issue.

This feedback is captured and provided to the call‑center leadership team for a deep dive.

Individuals in this role are experts at identifying frustrated customers, understanding opportunities for improvement within agent/customer interactions, and finding solutions to solve customer issues. The specialist should be comfortable contacting other lines of business to gather information and be able to document and recognize patterns of larger issues. The Escalation Resolution Specialist reports to the Escalation Resolution Supervisor and must build and maintain relationships across call‑center departments and other lines of business.

• Monitor the Escalation Support Chat for incoming escalations from Call Center agents
• Handle all escalated calls as a trusted guide, showing empathy and authority, guiding the customer to a story-worthy customer experience
• Document all escalated calls and track opportunities for improvement
• Serve as a liaison between Call Center leadership and other lines of business to provide resolution
• Adhere to Round Point’s commitment to compliance
• Efficiently navigate through multiple servicing related systems and platforms
• Other duties not described above may be assigned as needed

Required

• Genuine, empathetic demeanor and ability to relate to others going through a tough situation
• Strong customer-service skills, including personable and courteous telephone etiquette
• Ability to make decisions and exercise good judgment in a complex and rapidly changing environment
• Ability to work under stress/pressure and respond to inquiries with tact, diplomacy, and patience
• Ability to exercise discretion on sensitive and confidential matters
• Ability to be resourceful in account resolution via provided job aides, contacts, and tools
• Proven track record of positive call handling with few calls having previously been transferred to escalation support
• Quality verbal and written communication skills
• Ability to excel in a team environment
• 1–2 years’ mortgage experience
• MSP/Five9 software experience

Desired

• College preferred; high school degree or GED accepted with experience or other pertinent skills
• Experience with working escalation support and or escalated calls

• Ability to communicate effectively through speech and hearing, both in-person and over the phone.
• The employee is required to sit for extended periods of time and is occasionally required to stand and walk.
• Remaining in a stationary position for extended periods, frequently sitting but occasionally involving standing or walking short distances; the employee may occasionally climb or balance, and stoop, kneel, crouch, or crawl.
• Regular use of hands and fingers for tasks like keyboarding, operating office equipment, and filing documents.
• Ability to lift and move objects weighing up to 10 pounds, and potentially up to 20 pounds occasionally.
• Ability to observe details at close range, such as viewing a computer screen, reviewing documents, and performing data analysis.
• The noise level in the work environment is usually quiet to moderate, and no extreme conditions are present.

• Fort Mill, SC
• Coppell, TX

• Non-Exempt

• None