Banking Escalations Specialist (Hybrid)

Description:

• The right candidate will be able to 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.

Additional Skills & Qualifications:

• HS Diploma
• 4+ years of experience with financial customer service

Desired Skills

• Strong communication skills with the ability to de-escalate customers over the phone (expect 5+ high level 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.

Work Environment

• Free parking.
• 8-5 M-F, 1 week in office, 1 week from home.
• First 30 days (or more) of training are in office.
• Will be provided monitors to set up at home and will take a small mobile desktop device home for remote work.
• This team will work onsite for training for a month and then when training is complete work hybrid (week onsite, then week remote). Training should last a month or more and then the Hybrid schedule will go into effect.

Experience Level:

Intermediate Level

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.