The Customer Solutions Specialist role at Mogo Finance is crucial for managing and resolving escalated or complex cases related to customer loans and accounts. The specialist acts as a high-level point of contact for complicated issues, ensuring resolutions are compliant, well-documented, and communicated clearly to both clients and internal stakeholders.
Key Responsibilities:
Escalation & Resolution Management
- Review and resolve escalated or complex cases forwarded by Customer Solutions Agents, Customer Care, or Management.
- Handle loan-related issues including settlements, reconciliations, account corrections, and interest adjustments.
- Manage specialized tasks assigned under specific portfolios such as:
- Logbook and number plate complex issues.
- Settlement, refund, and amendment cases.
- Project-based or pilot initiatives impacting customer accounts.
- Social media escalations or publicly visible complaints requiring formal responses.
- Address any other complex or high-impact cases as delegated by the Customer Solutions Manager.
- Process special requests from senior stakeholders such as the Head of Commercial Operations, Legal, or Collections teams.
- Ensure clear, well-documented communication and feedback to all internal stakeholders.
Complex Account & Documentation Analysis
- Prepare comprehensive and detailed loan statements for high-value or disputed accounts.
- Evaluate settlement computations and recommend fair, policy-compliant resolutions.
- Verify accuracy of restructures, refunds, and account amendments processed by the team.
- Ensure all documentation supports audit readiness and traceability.
Client Communication & Documentation
- Provide accurate, clear, and compliant communication to clients for escalated cases.
- Draft or review client-facing responses for sensitive or public complaints, ensuring tone and content align with company standards.
- Maintain complete, well-organized records of all communication, documentation, and case actions.
- Ensure every resolution is properly recorded in the system with adequate background, decisions, and justifications.
Complaint & Issue Management
- Manage influencer-raised, sensitive, or public complaints professionally and factually.
- Liaise with Legal, Risk, and Compliance teams on cases with potential legal or reputational implications.
- Identify recurring issues and recommend workflow or policy adjustments to reduce repeat escalations.
Strategic & Operational Support
- Provide insights and trends on common customer pain points or process bottlenecks.
- Participate in policy reviews, workflow updates, and escalation threshold assessments.
- Mentor and guide Customer Solutions Agents on handling complex cases, ensuring adherence to compliance and quality standards.
Qualifications and Requirements
What you will need:
- Bachelor’s degree in business administration, Finance, or related field.
- Minimum of 3 years’ experience in customer support, credit operations, or loan-resolution functions.
- Strong analytical, reconciliation, and investigative skills.
- Excellent written and verbal communication; confident in cross-department and client engagement.
- High integrity, confidentiality, and compliance awareness.
- Proficiency in ERP/CRM systems, Microsoft Excel, and reporting tools.
- Ability to multitask, prioritize, and manage complex workloads under pressure.
