Finance Customer Service Escalations Specialist (ZR_23885_JOB)
Finance Customer Service Escalations Specialist (ZR_23885_JOB)
Posted on :
04-06-2025
Employer Active
1 Vacancy
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Job Description
This is a remote position.
Schedule:
- Monday - Friday 9:00 AM - 6:00 PM FL Time
Overview
Are you passionate about delivering exceptional customer service and resolving complex issues We re looking for a detail-oriented and empathetic Escalation Specialist to join our team and handle escalated chats and texts from our AI agent. In this role you ll ensure timely accurate resolutions coordinate with internal teams and provide critical support for Veruna and Harvest Insurance processes.
Are you passionate about delivering exceptional customer service and resolving complex issues We re looking for a detail-oriented and empathetic Escalation Specialist to join our team and handle escalated chats and texts from our AI agent. In this role you ll ensure timely accurate resolutions coordinate with internal teams and provide critical support for Veruna and Harvest Insurance processes.
If you excel in written English thrive in a fast-paced environment and have a background in insurance finance or related fields we d love to hear from you!
Key Responsibilities
- Respond to escalated chat messages and texts from the AI agent ensuring timely and accurate resolutions.
- Demonstrate excellent written English skills and strong attention to detail in all communications.
- Handle a variety of tasks related to Veruna and Harvest Insurance processes including but not limited to:
- Supporting insurance-related inquiries
- Managing policyholder concerns
- Coordinating with internal teams to ensure issues are addressed efficiently.
- Identify and troubleshoot complex issues that exceed the AI agent s capabilities escalating internally as necessary.
- Maintain a high level of professionalism and empathy while addressing customer and stakeholder concerns.
- Document and track escalated cases for continuous improvement.
Requirements
- Strong command of English conventions both written and verbal.
- Proven experience in a customer-facing role preferably within the insurance or financial services industry.
- Experience with Veruna and Harvest Insurance systems (or a demonstrated ability to quickly learn new platforms).
- Excellent problem-solving skills and the ability to navigate complex scenarios.
- Strong organizational skills with attention to detail.
- Ability to work independently in a fast-paced environment.
Preferred Qualifications
- Experience supporting AI or automated customer service systems.
- Background in insurance finance or a related field.
- Familiarity with escalation management best practices.
Independent Contractor Perks
- Permanent work-from-home
- Immediate hiring
- Steady freelance job
ZR23885JOB
Knowledge and Experience: Education: Bachelor s degree with a concentration in Business, Insurance or a related field preferred; or any equivalent combination of relevant experience, education, training, and skills. Experience: Minimum 2 years of experience working in a call center environment and 2 years of quality assurance experience preferred. Knowledge & Skills: Familiarity with call center monitoring tools and quality evaluation systems. Proficient in Microsoft Office Suite (Excel, Word, PowerPoint) and call center software. Strong analytical and problem-solving abilities. Excellent attention to detail and ability to assess large volumes of information. Strong written and verbal communication skills. Ability to provide constructive feedback in a positive and professional manner. Strong organizational skills and the ability to manage multiple tasks simultaneously.
Employment Type
Full Time
Company Industry
Key Skills
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