Customer Support Representative - Scalations Resolution

As an Scalations Representative, you serve as the final tier for escalated consumer calls. This position is critical in resolving complex scenarios and ensuring the most consumer-friendly experience.

What tasks You’ll do in this role:

• Resolving complex discrepancies that require a higher level of technical access and expertise.

• Merging duplicate records to ensure a consumer has one accurate, unified credit profile.

• Managing sensitive scenarios such as identity theft related to human trafficking, bankruptcy updates, and deceased consumer records

• Handling high-security "Blue Flag" accounts and implementing or removing security freezes and fraud alerts.

• Acting as a liaison for legal inquiries, and high-priority consumer matters.

• Correcting and updating critical personal information to ensure accuracy for lenders and mortgage processes.

• Providing a professional, "one-call resolution" experience by educating consumers on credit reporting laws and internal procedures.

What experience is a must:

• High school diploma completed .

• Previous experience in contact centers or customer service (1 year minimum), with a proven track record of handling escalated issues via phone.

• Strong written and verbal communication English skills: B2 level needed.

• Availability to work On Site - Heredia.

What could set you apart:

• Proficiency in computer applications and experience navigating multiple CRM systems and other relevant software. G-suite - Salesforce.

• Attention to detail and the ability to be vigilant with customer privacy and data security.

• Ability to solve complex issues while demonstrating empathy, patience and courtesy.

• A history of high customer satisfaction (CSAT) scores in an escalated support environment.

Primary Location:

CRI-Heredia

Function:

Function - Customer Service

Schedule:

Full time