Escalation Officer

While we appreciate all applicants, only applications received via Sagicor's career portal https://career4.successfactors.com/career?company=sagicorfinP2 will be considered.

"Looking for a diverse and rewarding career? If you're looking to grow your career within a stable and growing financial services company, then Sagicor may be right for you!"

Sagicor Group Jamaica Limited is seeking a suitable candidate to join our Group Client Support in the capacity of:

Escalation Officer

Lead the tier two (2) escalation team within the Group Client Support Department (GCSD).

Act as the subject matter expert responsible for improving the department's client satisfaction response rating by identifying, tracking, and recording

different escalation scenarios to analyze client service gaps, using findings to make the appropriate improvements to the escalation policies and procedures.

Location: Kingston

As an Escalation Officer, you will:

• Supervise the Escalation Associates in reviewing the source of escalated queries, improving the escalation procedures and managing complaints within Sagicor’s terms and service level.
• Lead operational programs, projects and initiatives that help to sustain business in line with market trends.
• Manage and lead escalation cases involving functions and project teams to promote the quality culture and drive the quality improvement process.
• Monitor the number of escalated queries received and answered on a daily basis within the various communication channels.
• Ensure that the Escalation Associates are equipped to handle all queries that may arise - following up on each query to positively resolve the issue within Sagicor service standards.
• Engage with the various business lines to identify the issues and find resolutions for varying client escalated queries.
• Assist with the hiring and recognition strategy for the Escalation Team.
• Collaborate with the Escalation Associates and the other leadership teams to train Client Support Associates using trends or process issues from escalated queries.
• Conduct performance appraisals and developmental sessions as required.
• Use on the job coaching to identify issues that may hinder the team’s performance and to improve leadership strategies and skills.
• Record all client contact accurately and concisely within the data capturing systems.
• Perform other related duties assigned from time to time.

What do you need?

• Bachelor’s Degree in Business Administration or related discipline from a recognized tertiary institution.
• At least three (3) years’ working experience in a Client Support environment.
• Exceptional client service background.
• Certification in research methodologies and delivery would be an asset.
• Intermediate knowledge of telecommunications and client support management systems and terminology.
• Demonstrate ability to lead, motivate, and develop work team towards improved performance.
• Experience working with projects and managing personnel.
• Working knowledge of computer software packages including Microsoft Word, Excel, PowerPoint and Teams.
• Ability to facilitate training and presentations in one-on-one sessions or in large groups.
• Superb knowledge of the Company’s products/ services and supporting software for each line of business.

If this role is of interest to you, kindly submit an application via Sagicor's career portal no later than October 18, 2024.

While we appreciate all applications, only shortlisted candidates will be contacted.