Customer Experience

• Proactively contact customers who have shared critical or negative feedback across external channels.
  
• Conduct in -depth conversations to understand dissatisfaction drivers and unmet expectations.
  
• Own end -to -end resolution through calls, follow -ups, and internal coordination.
  
• Deliver empathetic, accurate, and solution -focused communication to rebuild customer trust.
  

• Act as the single point of accountability for assigned escalations until experiential and operational closure.
  
• Ensure resolutions balance customer experience, policy compliance, and business impact.
  
• Handle sensitive or high -stakes conversations with maturity and professionalism.
  

• Perform detailed RCA for each escalation, identifying process gaps, system limitations, training issues, or policy breakdowns.
  
• Document RCAs with clear problem statements, contributing factors, and evidence.
  
• Track repeat issues and emerging risk patterns.
  

• Translate RCA findings into concrete, structural fixes across process, policy, system, or training layers.
  
• Work with Product, Tech, Finance, Operations, QA, and Training teams to design and implement long -term corrective actions.
  
• Define ownership, timelines, and success criteria for each structural fix.
  
• Track implementation status and validate effectiveness post -rollout.
  

• Close the loop with customers by explaining actions taken at both individual and systemic levels.
  
• Encourage customers to revisit their earlier feedback based on the final resolution and improvements made.
  
• Monitor post -resolution sentiment to assess experience recovery impact.
  

• Maintain escalation dashboards covering root causes, structural fixes, repeat themes, and resolution outcomes.
  
• Present insights and recommendations to leadership for decision -making and prioritization.
  
• Flag high -risk areas proactively before they escalate into widespread experience issues.
  

Requirements

• Strong RCA and problem -solving skills with a system -level mindset.
  
• Excellent verbal communication and customer handling skills.
  
• Ability to influence cross -functional teams and drive closure.
  
• High ownership and bias for long -term solutions over short -term fixes.
  
• Working knowledge of Microsoft Excel, including data analysis using pivot tables.
  
  

• Reduction in recurrence of identified root causes.
  
• Implementation rate and effectiveness of structural fixes.
  
• Improvement in post -resolution customer sentiment.
  
• Timeliness and quality of RCA and corrective action delivery.