Sr. Escalations Representative

TEKsystems•Shoreview, MN

2d•$25 - $25•Hybrid

About The Position

This is a very attention to detail and investigate position. This is a hybrid schedule where training is 100% onsite in Shoreview, MN for the first month and then it's onsite 1 week and then remote the following week. Weekly rotation of onsite and then fully remote every other week. You will review and then critically research and resolve the customers complaint. Complaints are coming into the bank from a variety of areas. Examples are Credit Card, Checking, Business or Consumer deposits, checking, etc. This could be an ATM, transaction in a branch, or at a retail store, etc. Expectations are that this person will be managing 5 to 10 cases at any time. The first step is to thoroughly read the complaint and then investigate this compliant. There is A LOT of reading and independent work involved with this role. Once this initial research is completed, you will reach out to the customer via phone and let them know that you will be conducting an investigation. Each candidate can expect around 5 to 10 calls per day. Very low volume but professional conversations with customers about a complaint that needs to be addressed. Critical thinking when it comes down to a resolution.

Requirements

2+ years of experience with financial or banking customer service

Responsibilities

Review and critically research and resolve customer complaints.
Investigate complaints related to Credit Card, Checking, Business or Consumer deposits, etc.
Manage 5 to 10 cases at any given time.
Read and independently research complaints thoroughly.
Reach out to customers via phone to inform them of an ongoing investigation.
Conduct professional conversations with customers about their complaints.
Apply critical thinking to determine resolutions for customer complaints.