User Advocate

Answer inbound tickets using approved standards and knowledge resources
Handle login, MFA, application, co-applicant and guarantor questions
Troubleshoot basic issues and review case history before escalating
Route payment, refund, chargeback, FCRA and identity cases to Tier 2
Categorise, tag and document every case accurately
Support verification emails during approved flex periods
Complete outbound calls using approved scripts and dispositions
Contact landlords, employers and other approved sources
Manage outreach, follow-ups, bounces and exceptions by email
Record every attempt and outcome accurately
Flag missing or inconsistent information and escalate
Support Tier 1 tickets during designated flex periods