Escalations Specialist

TEKsystems•Linn Township, IA

5d•$25 - $25•Hybrid

About The Position

The ESCALATIONS SPECIALIST will work for an enterprise-level financial services company! As part of a team operation, the ESCALATIONS SPECIALIST will work in the complaints department to handle escalated issues within the bank. The process is as followed: A complaint will come in and will be handled by the frontline team, who will then collect information around the complaint. Complaints will then go into a work queue. The ESCALATIONS SPECIALIST will go into the queue and work the issues until fully completed. These escalated complaints will relate to credit card, checking account and business operations.

Requirements

Credit Card
Checking Account
Loans
Collections
Banking
Financial Service
MS Office

Responsibilities

Handle a case load of 5-10 tickets at once.
Work with a web-based tool to document, track and resolve complaints.
Review complaints and work until 100% completion.
Conduct outbound calls to customers and business units to further understand issues.
Put a complaints on hold and revisit after missing information is compiled.
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.