Escalations Representative 3

TEKsystems•Shoreview, MN

2d•$25 - $25•Hybrid

About The Position

Team members will be working in the 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 separate intake team who will then do the initial 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 area is handling complaints related to credit card, checking account and business complaints. Typical Day: Team member reviews complaints and handles appropriately. Will talk to the customer, research complaint, resolve complaint, work with other business units within the company in the context of the complaint. May have to put a complaint on hold and come back to it if there is information missing or if they are waiting on a response from a customer or internal team member. Typical case load is 5 to 10 at one time. Works with a web-based tool to document, track and resolve complaints.

Requirements

complaint resolution
customer service support
Customer service
Customer support
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.
Pipeline and time management - work on different complaints in different statuses while meeting deadlines.
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.
professional office experience

Nice To Haves

jumpy call center resumes
medical customer service

Responsibilities

Support internal and external customers with inquiries and complaints regarding financial products and services.
Seek ways to determine appropriate course of action, conduct investigative steps to identify the issues, and process complex transactions online.
Perform complex administrative and customer support tasks.
Review complaints for regulatory and non-regulatory flags and classify risks appropriately in case management system to ensure customer issues are addressed while maintaining compliance with internal company requirements and standards.
Respond independently to complaints escalated at the highest level.
Interact with internal and external customers to resolve their issues.
Interact with the immediate Escalations team to oversee day to day activities of the support Escalations Team