Retention / Escalations - Client Success

This is an internal opportunity for current employees of Alleviate. There are 2 positions available within Client Success: Retention Associate and Escalation Associate
Retention - This position is responsible for managing customer concerns with the objective of maintaining positive customer relationships with the organization. 

Escalations - The Client Escalations Associate is responsible for responding to and managing customer complaints and escalations relating to the company’s services while maintaining the relationships between the departments and servicing client needs. The Escalations Specialist/Lead will handle problem tickets and provide feedback to upper management regarding the customer issues. 

HIRE DATE: September 2024

COMPENSATION:

• $21 per hour

WHAT YOU'LL DO:
Retention Associate:

• Manage escalated client phone calls (inbound and outbound) 

• Communicate with customers via email and/or over the phone 

• Listen to client concerns 

• Resolve customer complaints by determining the cause of the problem and recommend the best solution, products and services according to each client’s needs 

• Expedite correction or adjustment and follow up to ensure resolution; communicate with management to find the best solution 

• Provide high quality, personable, friendly and professional customer service to respond to member needs and concerns 

• Obtain, review and update overall details of each call to ensure accuracy and completeness of the file 

​​Escalations Associate:

• Manage escalated client phone calls (inbound and outbound) 

• Handle all escalation “submissions ”tickets 

• Investigate and identify client concerns and determine the best course of action and resolve any outstanding issues in a time efficient manner 

• Intervene in conflicts between agents to help reach an agreement that satisfies both parties 

• Identify if new conflicts are developing 

• Act as a liaison between frontline agents and higher level management 

• Communicate with customers via email and/or over the phone 

• Provide managers with feedback about the situations and how they were handled 

• Provide high quality, personable, friendly and professional customer service to respond to member needs and concerns

• Obtain, review and update overall details of each call to ensure accuracy and completeness of the file 

WHAT MAKES YOU A GOOD FIT:

• Highschool Diploma

• 1 years of experience within the financial services industry 

• Minimum of 12 months of customer experience preferred 

• Customer service phone experience preferred

• Effective communication skills, both written and verbal

We understand potential comes in many forms. Even if you don’t check every box, we still encourage you to apply; as we consider all qualified candidates, and any person who is driven to help others. 

Job Type: Full-time 

Schedule: 8-hour shift, Monday to Friday 
Location: Irvine, CA - 5 days per week in-office (Local), or 5 days fully remote for Remote employees 

Alleviate Financial Solutions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 

This position must pass a post-offer pre-employment criminal background check.