Senior Customer Engagement Specialist

The Senior Customer Engagement Specialist is an empathetic, analytical professional who drives customer loyalty and elevates the customer journey across all touchpoints. This role bridges real-time customer engagement with tax servicing operations to ensure accurate, timely, and efficient resolution of customer inquiries and tax-related matters. The role serves as a strategic advocate for the customer - partnering with internal teams including Operations, Product, and Quality - to translate customer insights into service improvements, eliminate systemic pain points, and foster long-term loyalty. The position requires advanced knowledge of company policies, tax servicing processes, and customer experience standards, and is accountable for resolving complex issues, supporting omnichannel service delivery, and driving continuous improvement.

Key Responsibilities:

Customer Advocacy & Engagement

• Serves as the senior point of contact for complex, escalated customer issues - delivering professional, timely, and empathetic resolutions that reinforce customer trust and loyalty
• Oversees omnichannel support interactions (phone, email, and written correspondence) to ensure seamless and consistently high-quality customer experiences
• Manage inbound and outbound customer interactions related to property tax servicing, applying active listening and resolution ownership throughout.
• De-escalates complex or sensitive situations while maintaining service standards and customer confidence
• Meets established performance metrics including call quality, adherence, and first call resolution
• Maintains accurate and complete documentation of all customer interactions and case activity

Tax Servicing Operations & Case Management

• Manages assigned caseload, ensuring timely follow-up, documentation, and resolution in accordance with established SLAs
• Maintains detailed case records, including research actions, status updates, and next steps to ensure seamless case ownership
• Handle complex accounts, including tax sales, high-risk scenarios, and cases involving potential property loss
• Communicates case status, risks, and dependencies to leadership to ensure visibility and continuity of service

Tax Research & External Coordination

• Conducts outbound engagement with tax offices, attorneys, and third parties to obtain accurate and timely tax status information
• Submits written requests (email/fax) to external entities to support research and case resolution
• Applies persistence and resourcefulness to validate accuracy and obtain required information from external sources
• Establishes and maintains effective working relationships with tax offices and external partners
• Escalates external delays or risks that may impact service delivery or case resolution timelines

Issue Resolution & Escalation Support

• Investigates and resolves complex issues related to tax records, exemptions, billing discrepancies, and loan status
• Initiates research workflows when first call resolution is not feasible; maintains accountability through resolution
• Escalates high-risk or sensitive issues while retaining ownership and ensuring continuity
• Supports escalation handling and provide subject matter expertise to internal teams on complex inquiries

Leadership & Mentorship

• Mentors, trains, and supports team members across Contact Center and Customer Care functions on best practices, de-escalation techniques, and CX standards
• Assists with onboarding and training of new employees to accelerate capability development
• Serve as a subject matter expert in customer engagement and tax servicing operations.
• Assists management in establishing SLAs and refining internal support protocols
• Promotes accountability, collaboration, and a culture of service excellence within the team

Core Competencies

• Exceptional verbal and written communication skills with high emotional intelligence
• Advanced analytical thinking, problem-solving capability, and data-driven decision-making
• Ability to manage multiple priorities across real-time call handling and case-based workflows
• High attention to detail and data accuracy in all customer and operational deliverables
• Strong customer advocacy mindset with effective conflict resolution and de-escalation skills
• Proven ability to work independently and collaboratively in a fast-paced, high-volume environment
• Proficiency in CRM platforms (e.g., Zendesk, Salesforce), tax servicing systems, and Microsoft Office tools
• Strong working knowledge of company policies, procedures, servicing requirements, and CX analytics

Required Education & Experience

• Bachelors degree in Business Administration, Finance, Marketing, Communications, or a related field, or equivalent experience
• 4-6+ years of experience in customer success, customer care, contact center operations, or a related servicing environment
• Proven experience in analytics, cross-functional project management, or customer experience strategy preferred
• Experience in tax servicing, mortgage servicing, escrow, or related financial services industry preferred

Salary Range: $22.00 - $26.00