Escalation Specialist

TEKsystems•Sioux Falls, SD

4d•$25 - $25•Hybrid

About The Position

Team members will be working in complaints department regarding escalated complaints for anything within the bank. A complaint will come in to this area and it will initially be handled by a seperate intake team who will then do the intial discovery and information collection for the complaint to go into a work queue. These team members will then take control of complaints in progress and will see it through until it has reached the qualifications for completion. This specific hiring class will be working within the SPOC (Single Point of Contact) Team which will involve customer communication rather than researching and resolving complaint cases. As a member of the SPOC (Single Point of Contact) team, this role will primarily involve customer communications via phone throughout the complaint resolution process. Team members will be responsible for handling outbound/inbound calls to customers who have an active complaint case to introduce themselves, collect information, update customers on progress and provide the case resultion decision. This person will not be doing the research and resolution decisioning as that will be done by a different case worker. Team members will work within a web-based tool to document and track complaints.

Requirements

Strong communication skills with the ability to de-escalate customers over the phone (expect 5+ high level escalation calls per day).
Ability to communicate effectively through writing and emails.
Ability to follow Policy + Procedures to execute tasks repetitively.
Tech Savvy - will toggle between various systems + screens and will also be working from home part of the time. It is essential that talent can set up their equipment and effectively navigate through technology.