Sr. Call Center Rep (Buffalo Region) - Escalations Experience - $30/hour
: Job Details :

The Member Advocate is responsible for resolving complex member issues and escalations with professionalism, accuracy, and empathy within a call center environment. This role supports financial transactions, investigates fraud, manages fee refunds, and ensures compliance with internal policies and regulations. The Member Advocate plays a critical role in advocating for members and delivering an exceptional experience during sensitive or complicated interactions. Essential Job Functions/ Responsibilities:Resolve escalated or complex member issues, ensuring first-contact resolution and a positive member experience within a call center environment. Adherence to call center protocols, data protection policies and performance metrics such as call handling time, quality assurance and customer satisfaction scoring. Log all member inquiries within dedicated case management program, capturing key information, follow up requirements and learning/enhancement opportunities. Handle sensitive member...Escalations, Call Center, Experience, Escalation, Banking, Business Services