Banking Escalations Specialist

Complaints Resolution Specialist

Position Overview

The Complaints Resolution team is responsible for managing escalated customer complaints across various banking products and services. Complaints are initially reviewed by a dedicated intake team that gathers preliminary information and conducts the initial assessment before placing the case into a resolution queue.

In this role, team members take ownership of active complaints and manage them from investigation through final resolution, ensuring all required steps are completed and compliance standards are met. This team specifically handles complaints related to credit cards, checking accounts, and business banking products.

• Review and manage a caseload of approximately 5-10 active complaints at various stages of resolution.
• Contact customers to gather additional information, provide updates, and work toward resolution.
• Conduct detailed research and investigations using multiple internal systems.
• Collaborate with various business units to obtain information, resolve issues, and ensure accurate outcomes.
• Document all findings, communications, and resolution steps within a web-based case management system.
• Place cases on hold when necessary while awaiting customer responses or information from internal teams, then resume investigation to completion.
• Ensure all complaints are handled within established service level agreements and regulatory requirements.

• Support internal and external customers with inquiries and escalated complaints related to financial products and services.
• Perform detailed investigations to identify root causes, determine appropriate resolutions, and process complex transactions.
• Complete advanced administrative and customer support functions while maintaining a high level of accuracy.
• Review complaints for potential regulatory and non-regulatory concerns, correctly categorize risk, and ensure compliance with company policies and procedures.
• Independently manage and resolve high-level escalations with professionalism and sound judgment.
• Communicate effectively with customers and internal partners to drive timely resolution of issues.
• Collaborate closely with the Escalations Team to support daily operations and ensure a positive customer experience.

• Strong verbal communication skills with the ability to professionally de-escalate upset customers over the phone. Candidates should be comfortable handling 5+ escalated customer interactions daily.
• Excellent written communication skills, including professional email correspondence and case documentation.
• Ability to follow established policies, procedures, and regulatory requirements while executing tasks consistently and accurately.
• Strong organizational, pipeline management, and time management skills with the ability to manage multiple cases simultaneously and meet deadlines.
• Tech-savvy with the ability to navigate multiple systems, applications, and screens concurrently.
• Comfortable working in a hybrid or remote environment and independently setting up and troubleshooting basic equipment and technology needs.
• Strong critical thinking and problem-solving skills with the ability to analyze complex situations and determine appropriate resolutions.

Job Type & Location

This is a Contract to Hire position based out of Chandler, AZ.

The pay range for this position is $25.00 - $25.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a hybrid position in Chandler,AZ.

This…