Found Description
Role’s Mission
Own the resolution of complex support cases that require deeper analysis, judgment, and direct collaboration with internal teams. This role sits within APLAZO's internal team and acts as the bridge between agents and the Product and Risk areas, ensuring high-impact cases get resolved with quality and speed.
Key responsibilities
Handle escalated and complex cases coming in from all channels, including social media and app reviews and follow up until the case is solved.
Identify recurring patterns across cases and escalate findings proactively with Product and Risk teams.
Identify gaps in processes, policies, and knowledge bases based on case patterns, and flag them to the relevant teams.
Manage sensitive processes such as credit line increases and phone number changes.
Review banned user accounts, analyze behavior and transaction history, and apply unban rule...