Escalations Specialist
About The Position
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.
Requirements
- Customer service
- ms office suite
- 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.
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.
Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Career Level
Mid Level
Education Level
No Education Listed
