Intake Representative

TEKsystems•Linn Township, IA

5d•$20 - $20•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 an intake team who will then do the initial discovery and information collection for the complaint to go into a work queue. Then the case worker team will then take control of complaints in progress and will see it through until it has reached the qualifications for completion. This team we are hiring for will fall within intake. Typical Day: Team members can expect to have a mixture of 3 different responsibilities each day: 1. Handling inbound calls from Wells Fargo customers who have an open and active complaint case 2. Handling inbound warm transfer calls from other Wells Fargo departments with an escalated customer on the line in order to talk to the customer to resolve the complaint or gather information to create a formal complaint to be worked by a case worker. 3. When not on the phone, team members will be compiling and creating formal cases to be worked by the case workers. Customer calls typically last anywhere from 5-20 minutes. On a rare occasion they can last 30-45 minutes. There is no set metric against call time.

Requirements

complaint handling
complaint resolution
escalation calls
banking customer service
financial services
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.
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.
no professional office experience

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