Job Description

Overview:

The

Contact Center Escalation Support Specialist (ESS)

is a senior-level position responsible for resolving complex, high-risk customer support issues escalated from the

Contact Center

. As a subject matter expert, the ESS identifies and troubleshoots technical and system-related problems, ensures timely resolution, and provides follow-up communication to customers. This role also contributes to continuous improvement by analyzing trends, recommending training and procedural enhancements, and mentoring top-performing agents.
What You'll Do:
Respond urgently and accurately to complex escalations from agents and team leads. Troubleshoot and resolve technical, system, and end-user errors across multiple channels. Follow up with customers to provide solutions and updates. Identify trends in escalations and recommend training or procedural improvements. Collaborate with internal departments and external business partners for issue resolution. Mentor and train agents identified as potential escalation team candidates. Lead or participate in team huddles as a subject matter expert. Maintain full proficiency in all customer service channels and banking technologies. Support regular customer calls during staffing shortages. Deliver exceptional service aligned with United Community Bank's values.

Requirements For Success:
Minimum 2 years of Contact Center experience, preferably in financial services. Proven ability to resolve complex customer issues. Strong analytical and problem-solving abilities. Proficiency in banking technology and Microsoft Excel. Excellent verbal and written communication skills. Ability to prioritize tasks and manage time effectively. High attention to detail and accuracy. Ability to work independently and as part of a team. Commitment to confidentiality and compliance.

Preferred Skills:

Leadership, training, or supervisory experience preferred. Experience in training development and delivery. Bilingual or Spanish-speaking ability. Familiarity with reporting and data trending tools. Experience in mentoring and coaching team members.



Conditions of Employment:
Must be able to pass a criminal background & credit check This is a full-time, non-remote position; flexible scheduled required

FLSA Status:Non-Exempt


We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state, or local protected class.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Pay Range: USD $34,102.00 - USD $49,382.00 /Yr.