Overview

The Escalations Management Senior Analyst is responsible for ensuring customer support excellence by taking end-to-end ownership of escalated issues. This role requires a detail-oriented and quick-thinking individual who can make decisions under pressure and serve as the central point of escalation and coordination.

Key Responsibilities

• Escalation Handling: Act as the primary point of contact for escalated issues, ensuring timely and effective end-to-end resolution or proper handoff, if necessary. Perform root cause analysis of escalated cases, if necessary.
• Perform/handle outbound or inbound customer and/or client communications.
• Update applicable Program Database accurately.
• Collaborate with various teams maintaining the focus on deescalate initiatives ensuring service on time delivery. Always provide seamless coordination and resolution of escalated cases.
• Provide clear, focused and consistent c...