Oracle Cloud ERP is a leading provider of financial solutions, and they are seeking a Service Escalation Specialist to act as the primary strategic liaison for complex Service and Operations escalations. The role involves independent evaluation of issues and applying specialized knowledge to resolve high-impact service matters while ensuring consistent, high-quality resolution strategies.
Responsibilities
- Act as the designated point of contact and subject matter expert for STTO related escalations across assigned Regional Growth Teams, ensuring consistent, high quality resolution strategies
- Apply professional judgment to assess, prioritize, and resolve complex escalated cases, taking full ownership from intake through final resolution
- Conduct proactive analysis of open cases to identify emerging risks, prevent potential escalations, and recommend corrective actions
- Evaluate escalated matters holistically, determining the appropriate course of action and coordinating cross functional resources as needed
- Provide expert level support across a broad scope of service areas, including: AdviceWorks platform guidance, NIGO and operational issue resolution, expedited processing oversight, complex service needs requiring specialized review, ABR and Operations coordination
- Ensure escalated cases are resolved in alignment with established service levels, while exercising discretion to adapt solutions to unique or sensitive situations
- Monitor and influence pod aligned KPIs related to retention, OSAT, and TNPS, using insights to drive continuous improvement
- Identify at risk Advisors and promptly elevate critical service or operational concerns to the Advisor Experience Specialist for strategic intervention
- Capture and synthesize feedback to support ongoing enhancement of the Service Journey and operational processes
Skills
- Bachelor's Degree or equivalent professional experience
- 2+ years of experience in service, operations, or a related advisory support function
- Strong analytical and problem solving skills, with the ability to exercise sound judgment in ambiguous or high pressure situations
- Demonstrated ability to manage competing priorities and independently drive issues to resolution
- Minimum of 1 year of experience in Service, Sales Support, and/or Relationship Service roles, with exposure to complex case handling or operational decision making
- SIE and Series 7 Licensing
- Advanced working knowledge of AdviceWorks and related operational systems
Benefits
- Inclusive health, dental, vision and life insurance plans built to support diverse lifestyles, offer preventative care, and protect against hardship.
- Easy access to mental health benefits to meet our team members and their families where they are.
- 20 plus days of paid time off (PTO), paid holidays, and 2 paid wellness days to give our employees the time they need to stay close with their loved ones, recharge, and give back to their communities.
- 401(k) Savings plan with a generous company contribution (up to 5%), and access to a financial professional to offer our employees the opportunity to plan-ahead for a strong financial future well beyond their working years.
- Paid parental leave to support all team members with birth, adoption, and foster.
- Health Savings and Flexible Spending Account options to help you save money on healthcare, daycare, commuting, and more.
- Employee Assistance Program (EAP), LifeLock, Pet Insurance and more.
Company Overview
Oracle Cloud ERP is a software as a service, SaaS, solution for businesses to control and manage multiple facets of their business. It was founded in undefined, and is headquartered in Austin, Texas, US, with a workforce of 10001+ employees. Its website is http://www.oracle.com/applications/erp.