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.ResponsibilitiesAct as the designated point of contact and subject matter expert for STTO related escalations across assigned Regional Growth Teams, ensuring consistent, high quality resolution strategiesApply professional judgment to assess, prioritize, and resolve complex escalated cases, taking full ownership from intake through final resolutionConduct proactive analysis of open cases to identify emerging risks, prevent potential escalations, and recommend corrective actionsEvaluate escalated matters holistically, determining the appropriate course of action and coordinating cross functional resources as neededProvide 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 coordinationEnsure escalated cases are resolved in alignment with established service levels, while exercising discretion to adapt solutions to unique or sensitive situationsMonitor and influence pod aligned KPIs related to retention, OSAT, and TNPS, using insights to drive continuous improvementIdentify at risk Advisors and promptly elevate critical service or operational concerns to the Advisor Experience Specialist for strategic interventionCapture and synthesize feedback to support ongoing enhancement of the Service Journey and operational processesSkillsBachelor's Degree or equivalent professional experience2+ years of experience in service, operations, or a related advisory support functionStrong analytical and problem solving skills, with the ability to exercise sound judgment in ambiguous or high pressure situationsDemonstrated ability to manage competing priorities and independently drive issues to resolutionMinimum of 1 year of experience in Service, Sales Support, and/or Relationship Service roles, with exposure to complex case handling or operational decision makingSIE and Series 7 LicensingAdvanced working knowledge of AdviceWorks and related operational systemsBenefitsInclusive 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 OverviewOracle 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.



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