Tier 3 Escalation Specialist

About us:

Branch is on a mission to empower workers with financial freedom. We do this by helping companies accelerate payments and providing working Americans with accessible, free financial services. We’re committed to building and delivering more inclusive, transparent, and frictionless financial products.

Our goal of empowerment extends to our own employees, too. Have a great idea? Share it today and it might just get implemented tomorrow. As a member of our team, your voice and creativity matter—and they can directly impact our products, company, and culture. 

We not only focus on attracting great talent from across the country, but also on building teams that help that talent thrive. That means valuing a diversity of opinions and working styles, while creating a shared belief in innovation, initiative, and winning together.

Come join our team as we develop new ways to improve the lives of working Americans.

About the role:

The Tier 3 Escalation Specialist handles the most complex and critical customer issues that surpass the expertise of Tier 2 support. This includes resolving severe customer complaints, managing escalations related to financial transactions, and ensuring the highest level of customer satisfaction. The Tier 3 Escalation Specialist will work closely with cross-functional teams, including Risk, Admin Support, Compliance, and Support Operations, to manage escalations requiring advanced customer support and problem-solving skills.

Responsibilities:

• Address and resolve high-level customer issues involving severe complaints, service failures, and process complexities.
• Handle and resolve sensitive issues related to financial transactions, ensuring customer satisfaction and compliance.
• Collaborate closely with external vendors and internal teams to troubleshoot and resolve complex customer issues efficiently.
• Provide expert advice, guidance, and mentorship to Tier 1 and Tier 2 support teams to enhance overall customer support quality.
• Identify gaps in customer service documentation and act as a subject matter expert for the Training & Documentation team to help close those gaps.
• Assist other levels of support during peak volumes, ensuring seamless customer service continuity.
• Lead customer escalation management, ensuring timely resolution and effective communication with all stakeholders.
• Develop and implement strategies for continuous improvement in customer support and escalation management processes.
• Analyze recurring customer issues and work proactively with relevant teams to address root causes and prevent future occurrences.
• Monitor and report on the performance of the customer escalation management process, providing insights and recommendations for improvement.

Qualifications:

• Extensive experience in customer support, with a focus on managing complex and high-priority customer issues.
• Strong analytical and problem-solving skills with the ability to think critically and empathetically.
• Excellent communication skills and ability to handle high-pressure situations with professionalism and poise.
• Proven experience in advanced customer support roles, preferably in a fintech setting.
• Ability to quickly learn and apply new processes and technologies.
• Demonstrated ability to lead cross-functional teams and drive collaborative problem-solving.
• Strong organizational skills and attention to detail, with the ability to manage multiple high-priority tasks simultaneously.
• A customer-centric mindset with a commitment to providing exceptional service and satisfaction.

Compensation:

The salary range for this role is $50-55k.  

The salary range displayed reflects an average base salary range for the position across all the US. The base salary offered to an applicant could be higher or lower based on each applicants specific skill set, depth of experience, relevant education or training, etc. The base salary range listed excludes commission/ bonus/ equity or benefits.

Benefits: 

• Remote-first work culture (domestic USA)
• Branch-paid medical, dental, and vision insurance 
• Equity
• 401k
• Flexible time off
• Paid company holidays
• Paid parental leave (eligible after 6 months of employment)

Working at Branch

A remote-first company with employees located throughout the U.S., Branch emphasizes transparency, accountability, and trust to create a collaborative environment where our product, engineering, marketing, customer support, customer success, and sales teams can all thrive together.  Learn more about what we do in this video!

Our collaborative spirit has helped us become an award-winning fintech company, with Branch’s innovation and workplace recognized across industries. Branch has been honored by Inc., the Webby Awards, Benzinga Fintech Awards, Fintech Breakthrough Awards, Top Workplaces USA, Great Places to Work, and EY Entrepreneur of the Year, Heartland, among others.  

Learn more about our culture, approach, technology, and people here: https://www.branchapp.com/about

 

Branch is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Must be currently authorized to work in the USA without sponsorship or transfer.

No third-parties, please.

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