Service Escalation Specialist

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