Financial Sr Escalations Specialist
About The Position
Review and investigate escalated customer complaints to determine appropriate resolution. Serve as the primary point of contact for customers throughout the complaint lifecycle. Conduct research, gather supporting documentation, and collaborate with internal departments to resolve issues effectively. Maintain ownership of cases from assignment through completion, ensuring all regulatory and company requirements are met. Manage multiple active cases simultaneously, typically handling a caseload of 5 to 10 complaints at a time. Accurately document all actions, communications, and case outcomes within a web-based case management system. Track complaint progress, ensure timely resolution, and provide updates to all relevant parties. 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. Interact with internal and external customers to resolve their issues.
Requirements
- Financial products and services knowledge
- Investigative skills
- Complex transaction processing
- Complex administrative and customer support tasks
- Regulatory and non-regulatory complaint review
- Risk classification in case management system
- Compliance with internal company requirements and standards
- Interaction with internal and external customers
Responsibilities
- Review and investigate escalated customer complaints to determine appropriate resolution.
- Serve as the primary point of contact for customers throughout the complaint lifecycle.
- Conduct research, gather supporting documentation, and collaborate with internal departments to resolve issues effectively.
- Maintain ownership of cases from assignment through completion, ensuring all regulatory and company requirements are met.
- Manage multiple active cases simultaneously, typically handling a caseload of 5 to 10 complaints at a time.
- Accurately document all actions, communications, and case outcomes within a web-based case management system.
- Track complaint progress, ensure timely resolution, and provide updates to all relevant parties.
- 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.
- Interact with internal and external customers to resolve their issues.
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)
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What This Job Offers
Career Level
Senior
Education Level
No Education Listed
