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Appeals and Escalations Associate
Description:
We're looking for a talented and experienced individual, who is an excellent communicator, able to quickly identify root causes, and comfortable in consistently operating with ambiguity. The successful candidate demonstrates a high level of autonomy and resilience, multitasking and is able to both receive and provide constructive feedback in order to constantly improve our services. Duties include but not limited: Handle highly sensitive and confidential cases concurrently, while protecting user data and privacy Use the Client Policies and Appeals Workflows to ensure that each appeal is handled in accordance with the underlying policy Following a request to appeal, conduct a thorough investigation for cases where users or listings were suspended from the platform Ensure Users and Listings returning to the platform agree to follow Client's Policies and Terms of Service Use sound decision quality to determine the best course of action including but not limited to consulting the Community Policy team and other stakeholders in case of ambiguity Meet performance expectations regularly and manage time efficiently in order to handle multiple workstreams (tickets, queues, initiatives, reports, correspondence, stakeholder management, etc), Be a subject matter expert of Client policies and procedures, being quickly able to locate and utilize resources in order to determine the decision on an appeal. Consistently demonstrate effective communication with our community, including teammates, users and stakeholders Take ownership of all assigned cases, ensuring a complete final resolution is reached Approach each case scenario with an analytical mindset - being able to identify root causes to any issues and proactively work on ways of improvement Support the Appeals Team Supervisor in providing input for Shared Services to ensure service integrity and improvement Constantly review internal processes and policies for possible continuous improvement opportunities and submit feedback accordingly Act in accordance to internal role and expectations playbook Demonstrate commitment to building culture at Client and passion about Client Core Values Skills University Degree and/or 3+ years relevant experience 2+ years of experience in customer experience, mediation, social work, psychology, emergency services, or a similar role Background in advocacy, crisis management, mediation or e-commerce customer service experience, or background in fraud and/or online investigations with experience handling personal injury, personal harm, or property damage related issues. Excellent interpersonal and communication skills, both written (email) and spoken (phone), to help our community in a tactful and diplomatic manner. You understand the importance of adjusting your communication accordingly, based on your audience. You are proficient and confident with basic email etiquette and functionality. You're an active listener, able to clearly communicate complex information in both 1-1 and group settings, with peers and stakeholders. Excellent time management, negotiation and conflict resolution skills. You take ownership of your work, making sure to follow through timely and completely. You're able to perform at a high level, even during times of uncertainty. You're comfortable handing off / taking on incomplete tasks, when necessary. Fluency in additional language is a plus As an equal opportunity employer, ICONMA provides an employment environment that supports and encourages the abilities of all persons without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
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More About this Listing: Appeals and Escalations Associate
Appeals and Escalations Associate is a Other Jobs Appeals and Escalations Job at Iconma located in Canada. Find other listings like Appeals and Escalations Associate by searching Oodle for Other Jobs Appeals and Escalations Jobs.
Appeals and Escalations Associate is a Other Jobs Appeals and Escalations Job at Iconma located in Canada. Find other listings like Appeals and Escalations Associate by searching Oodle for Other Jobs Appeals and Escalations Jobs.