Corporate Resolutions Specialist

Green Dot Corporation; Los Angeles (CA); Hybrid; USD 65,000 - 80,000; Full time

Job summary

The Corporate Resolutions Specialist at Green Dot Corporation can work remotely anywhere in the United States. You will resolve highly escalated customer issues, advocate for customers, and coordinate with internal teams to reach timely resolutions.

Qualifications include 3+ years of customer service, strong communication, negotiation, and problem-solving skills, plus proficiency in MS Office. Sponsorship is not provided, and you must meet the U.S. work requirement.

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.
• Ability to work in the U.S. without sponsorship.
• Ability to meet the location requirement outlined above.

Responsibilities

• 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 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 by working to resolve issues within your own authority and parameters.
• Understand the big picture and identify underlying drivers by capturing, reporting and analyzing systematic issues and recommending solutions.
• Advocate as the “voice of the customer” to Green Dot.
• Make recommendations to address root causes of escalations and complaints by leveraging escalation contacts.
• Understand current business processes and tools that impact customers and resolve issues with internal owners.
• Share information with team members to reduce repeated issues.
• Capture all pertinent customer contact information in data capture systems.
• Follow escalation and complaint procedures to ensure tracking and informed actions.
• Utilize appropriate tools to ensure the customer receives relevant information and identify knowledge gaps.
• Support Green Dot employees and executives with resolving customer issues.
• Maintain contact with other customer groups within Green Dot to ensure cross-department cooperation.
• Participate in keeping Green Dot knowledgebase up to date.
• Participate in team meetings and other required activities.
• Perform other duties as assigned.

Skills

Customer service

Verbal communication

Written communication

Problem solving

Organization

Negotiation

Tools

MS Outlook

MS Word

MS PowerPoint

MS Excel

Job description

Job Description

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

Location Requirement

This role can work remotely anywhere in the United States.

Working Hours

The expected working hours for this role will be: Monday through Friday, 9:30 am-6:00 pm PST

Job Summary

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. In Green Dot Customer Escalations, we continually seek individuals with a keen passion for delivering exceptional customer experiences, a desire to make a positive impact, a commitment to their work, the ability to elevate the performance of their team members and display enjoyment for solving complex customer issues.

Key Responsibilities

• 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 by working to resolve issues within your own authority and parameters whenever possible, while utilizing sound judgment to understand when it will be both effective and necessary to elevate to a higher authority.
• Demonstrate the ability to understand the big picture and identify the underlying drivers causing complaints by capturing, reporting and analyzing systematic issues and recommending solutions to improve processes and products.
• Advocate as the “voice of the customer” to Green Dot.
• Proactively make recommendations to address the root causes of escalations and complaints by leveraging escalation contacts and processes.
• Understand current business processes and tools that impact our customers and work with the manager and the necessary owners internally to resolve any issues and fix processes.
• 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 and ensure data is properly maintained.
• Follow escalation and complaint procedures in order to ensure that all customer escalations and complaints are tracked, and all relevant parties are informed of actions taken to resolve issues.
• Utilize appropriate tools to ensure the customer receives relevant information and identify knowledge gaps and/or outdated policy/procedure which caused frontline efforts to fail.
• Support Green Dot employees and executives with resolving customer issues.
• Maintain contact with all other relevant customer groups within Green Dot to ensure support for resolution of customer issues, consistency of approach and smooth cross-department cooperation.
• Actively participate in ensuring that Green Dot knowledgebase is up to date.
• Participate in team meetings, discussions and other activities as required in order.
• Perform other duties as assigned.

Required 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

Position Type Regular Pay Range

Regular PAY RANGE

We’re Here to Support You—Accommodations Upon Request

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. We will work with you to meet your needs in a way that respects your privacy and ensures equal opportunity. Our goal is to support every applicant in showcasing their talents and potential.

Work Authorization Requirement

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.

Important Notice on Application Accuracy

We value integrity in our hiring process. 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.

Green Dot Corporation (NYSE: GDOT) is a financial technology and registered bank holding company committed to transforming the way people and businesses manage and move money, and making financial wellbeing and empowerment more accessible for all. Our proprietary technology enables faster, more efficient electronic payments and money management, powering intuitive and seamless ways for people to spend, send, control and save their money. Through our retail and direct bank, we offer a broad set of financial products to consumers and businesses including debit, prepaid, checking, credit and payroll cards, as well as robust money processing services, tax refunds, cash deposits and disbursements. Our Banking as a Service (“BaaS”) platform enables a growing list of America's most prominent consumer and technology companies to design and deploy their own customized banking and money movement solutions for customers and partners in the US and internationally. Founded in 1999 and headquartered in Provo, UT, our company has served more than 33 million customers directly, and now operates primarily as a “branchless bank” with more than 90,000 retail distribution locations nationwide. Green Dot Bank is a subsidiary of Green Dot Corporation and member of the FDIC.

Our Mission

We give you the power to bank seamlessly, affordably and with confidence.

Our Purpose

Access should not be a privilege, and we envision a world where modern banking and money management are at everyone’s fingertips—where banking enhances the flow of life.

Our Values

Stewardship, Trust, Action, High Performance, and Teamwork.