Intake Representative

TEKsystems•Linn Township, IA

5d•$20 - $20•Hybrid

About The Position

TEKsystems is seeking intake representatives to support a financial client in West Des Moines! 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.

Requirements

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.

Responsibilities

Handling inbound calls from customers who have an open and active complaint case
Handling inbound warm transfer calls from other 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.
When not on the phone, team members will be compiling and creating formal cases to be worked by the case workers