Senior Escalations Representative

The Opportunity
Description

We're looking for aSenior Escalations Representative, working in the Banking/Finance industry in Chandler, Arizona, United States.

• Support less experienced individuals in providing resolutions for client inquiries and complaints.
• Determine appropriate course of action and conduct investigative steps to fully identify customer issues.
• Perform complex administrative and customer support tasks by managing daily schedules, and providing work direction to the team.
• Assist in setting performance standards and recommend process or policy improvements to enhance customer satisfaction.
• Provide subject matter expertise and interpretation of procedures to less experienced individuals.
• 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.
• 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.
• 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.
• Support the corresponding LOB listed above and servicing products to research and resolve escalated complaints.
• Will be available for customers to reach out to. Need to expect to verbally communicate with clients, some who may be a bit difficult.
• Connect with the customer, understand their issue, research the issue and determine where the error occurred and provide the customer with the appropriate resolution.
• Work out of their pipeline and will receive new cases daily, while also being required to keep up with existing cases until they have completed and closed them.
• Seek ways to determine appropriate course of action, conduct investigative steps to identify the issues, and process complex transactions online.
• Interact with internal and external customers to respond to the raised concerns, as well as determine an appropriate course of action.
• Receive inbound calls and will be required to make some outbound calls with the customers they are currently working with on a complaint. Roughly 5-10 calls/day. Written correspondence with customers and email/written correspondence with business partners is also required.
• Strong verbal and written communication skills are mandatory for this position. For written communication w/ clients - will be a mix of using templates but also free handwriting. For email/written communication w/ internal partners - will be free handwriting.
• Perform moderately complex initiatives to resolve client issues and 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.
• Receive direction from supervisors and escalate non-routine client concerns to more experienced individuals.
• Serve as an intermediary between parties to resolve disputed matters, negotiate, and enact settlements accordingly.

Our Client

Our client provides outsourcing, staffing, consulting andworkforce solutions. Hiring for Engineering,Finance and Accounting, Healthcare, Human Resources, IT, Legal, Life Sciences, Manufacturingand Logistics, Sales and Marketing and Administrative roles. For 60 years.Via 5,000 offices in 39 countries.Matching smart people withgreat jobs. Putting to worknearly 700,000 employees worldwide. Helping people like you achieve your potential. Usinginnovative technologies and passion for people to provide you the bestexperience possible. Every single day. Let this be your day.Put their expertise to work for you.You deserve it!

Experience Required for Your Success

• 4+ years of customer contact within a financial services environment, underwriting, processing, research based, or quality assurance experience.
• Previous banking experience.
• Financial services background.
• Experience in researching, taking notes and documenting complaints.
• Has strong communication skills with the ability to de-escalate customers over the phone (expect 5+ high level calls per day). Able to communicate effectively through writing and emails. Able to follow policy and procedures to execute tasks repetitively.
• Must be Tech Savvy - will toggle between various systems and 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.
• Must have strong organizational, multi-tasking, and prioritizing skills. Able towork on different complaints in different statuses while meeting deadlines.
• Attention to detail.
• Experience in making outbound calls. Need to be comfortable in reaching out to customers.
• Experience in navigating multiple computer systems, applications, and utilizing search tools to find information.
• Experience using Microsoft Products – MS Word, MS Excel.
• Ability to work hybrid - 1 week in, 1 week out, after training.