Corporate Resolutions Specialist; Blue Ash, OH - Call Center

JOB DESCRIPTION

Location: Blue Ash, OH office (not remote). Working hours Monday through Friday, 8:00 am-4:30 pm EST.

The Corporate Resolutions Specialist is responsible for resolving escalated customer‑initiated issues to the highest professional standards, advocating for customers, delivering world‑class customer service and managing all escalations to attain the best possible response/resolution.

• Manage all customer escalations and complaints in compliance with company terms and policies.
• Handle inbound and outbound contact calls, maintaining queues and meeting service level targets.
• Maintain personal and team accountability for productivity and efficiency.
• Own customer issues and proactively work with business units, partners and vendors to secure timely resolutions.
• Negotiate, solve and resolve issues within own authority where possible, or correctly escalated to higher authority.
• Identify systemic drivers of complaints, capture, report and analyze data, and recommend process or product improvements.
• Act as the "voice of the customer" and advocate for root‑cause resolution.
• Maintain accurate and concise customer contact information in data capture systems.
• Follow escalation and complaint procedures; track all escalations and inform relevant parties of actions.
• Utilize tools to provide customers with relevant information and identify knowledge gaps or outdated policies.
• Support Green Dot employees and executives in resolving customer issues and ensure cross‑department cooperation.
• Participate in team meetings, discussions and other activities; keep knowledge‑base up to date.
• Perform other duties as assigned.

• Minimum 3 years of customer service experience.
• Previous corporate escalations or higher tier experience desirable.
• Exceptional verbal and written communication skills; ability to communicate effectively with all levels of management.
• Exceptional problem‑solving and negotiation/conflict‑management skills.
• Highly effective organizational skills.
• Proficiency in MS Outlook, Word, PowerPoint and Excel.
• Proven success working in a collaborative team in a fast‑paced, customer‑centric environment.
• Ability to work seated for prolonged periods.
• Ability to work independently and follow directions with minimal manager follow‑up.

Regular full‑time. Targeted base salary: $37,400 – $56,200 per year (final compensation determined by qualifications, expertise and location).

Green Dot is committed to providing an inclusive and accessible hiring experience. If you require a reasonable accommodation during any part of the application or interview process, let us know. We will work to meet your needs respecting privacy and ensuring equal opportunity.

All applicants must be legally authorized to work in the United States at the time of application and throughout the duration of employment. No visa sponsorship will be offered.

Green Dot Corporation is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or any other protected status.