Retention and Escalations Expert

6 days ago

Taguig, Philippines Sutherland Full time

Location Taguig City/National Capital Region

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.
We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Job Description

Are you a strong communicator with a passion for solving problems and turning customer experiences around? We're looking for a Retention and Escalations Expert to join our dynamic team

Key Responsibilities:

  • Provide timely, accurate, and empathetic support to consumers with Critical, Serious, or Sensitive concerns
  • Take full ownership of escalated cases from various channels (calls, chats, social media, offline reports)
  • Accurately identify key issues and risks to determine the best course of action
  • Ensure that consumers feel heard, respected, and supported throughout their interaction
  • Manage cases end-to-end with attention to detail and completeness
  • Refer valid claims to 3rd Party Insurers with complete and accurate documentation
  • Collaborate across teams to resolve issues swiftly and thoroughly

You’ll Be Measured On:

  • Human-first scorecard
  • Accuracy in data handling
  • Efficiency in managing calls, chats, and offline contacts
Qualifications
  • At least 2-3 years of experience in Escalations or Retention support
  • Strong verbal and written communication skills
Additional Information

If you're a problem-solver, a great listener, and thrive in high-stakes support environments, we want to hear from you

Apply now and be part of a team that puts people first.

About the company

Sutherland is a business process transformation company that rethinks & rebuilds business processes for the digital age. Learn more here.

Notice

Talentify is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Talentify provides reasonable accommodations to qualified applicants with disabilities, including disabled veterans. Request assistance at or .

Federal law requires every new hire to complete Form I-9 and present proof of identity and U.S. work eligibility.

An Automated Employment Decision Tool (AEDT) will score your job-related skills and responses. Bias-audit & data-use details: . NYC applicants may request an alternative process or accommodation at or .

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