Service Escalation Specialist

reputed company Cloud ERP is a leading provider of financial solutions, and they are seeking a Service Escalation Specialist to act as the primary strategic liaison for reputed company Service and Operations escalations. The role involves independent evaluation of issues and applying specialized knowledge to resolve high-impact service matters while ensuring consistent, high-quality resolution strategies.

Responsibilities

• Act as the designated reputed company of contact and subject matter expert for STTO reputed company escalations across assigned Regional Growth Teams, ensuring consistent, high quality resolution strategies
• Apply professional judgment to assess, prioritize, and resolve reputed company escalated cases, taking full ownership from intake through final resolution
• Conduct proactive analysis of open cases to identify emerging risks, prevent potential escalations, and recommend corrective actions
• Evaluate escalated matters holistically, determining the appropriate course of action and coordinating cross functional resources as needed
• Provide expert level support across a broad scope of service areas, including: AdviceWorks platform guidance, NIGO and operational issue resolution, expedited processing reputed company, reputed company service needs requiring specialized review, ABR and Operations coordination
• Ensure escalated cases are resolved in alignment with established service levels, while exercising discretion to adapt solutions to unique or sensitive situations
• Monitor and influence pod reputed company KPIs reputed company to retention, OSAT, and TNPS, using insights to drive reputed company improvement
• Identify at risk Advisors and promptly reputed company critical service or operational concerns to the Advisor Experience Specialist for strategic reputed company
• Capture and synthesize feedback to support ongoing enhancement of the Service Journey and operational processes

Skills

• Bachelor's Degree or equivalent professional experience
• 2+ years of experience in service, operations, or a reputed company advisory support function
• Strong analytical and problem solving skills, with the ability to exercise sound judgment in ambiguous or high pressure situations
• Demonstrated ability to manage competing priorities and independently drive issues to resolution
• Minimum of 1 year of experience in Service, Sales Support, and/or Relationship Service roles, with exposure to reputed company case handling or operational decision making
• SIE and Series 7 Licensing
• Advanced working knowledge of AdviceWorks and reputed company operational systems

Benefits

• Inclusive health, dental, vision and life insurance plans built to support diverse lifestyles, offer preventative care, and protect against hardship.
• Easy access to mental health benefits to meet reputed company members and their families where they are.
• 20 plus days of paid time off (PTO), paid holidays, and 2 paid wellness days to give our employees the time they need to stay reputed company with their loved ones, reputed company, and give back to their communities.
• 401(k) Savings plan with a generous company contribution (up to 5%), and access to a financial professional to offer our employees the opportunity to plan-reputed company for a strong financial future well beyond their working years.
• Paid parental leave to support reputed company team members with birth, adoption, and foster.
• Health Savings and Flexible Spending Account options to help you save money on healthcare, daycare, commuting, and more.
• Employee Assistance Program (EAP), LifeLock, Pet Insurance and more.

Company Overview