Escalations Representative - Complaints Resolution

Our client, is seeking experienced professionals to join their Complaints Resolution team. This team supports the investigation and resolution of escalated customer complaints related to banking products and services, including credit cards, checking accounts, automotive lending, and small business banking.

This is a highly visible, metrics-driven role requiring strong communication, investigation, problem-solving, and customer de-escalation skills. Representatives manage complaints from initial assignment through final resolution while ensuring compliance with bank policies and regulatory requirements.

Location:

Hybrid (1 Week In Office / 1 Week Remote After Training)

Schedule:

Monday-Friday, 8:00 AM-5:00 PM

Training:
First 30-60 days fully onsite, Monday-Friday, 8:00 AM-5:00 PM

Contract Length: 12-Month Contract (Potential for Extension or Permanent Hire)

• Investigate and resolve escalated customer complaints regarding financial products and services.
• Review complaint details, conduct research, and determine appropriate resolution strategies.
• Contact customers and internal business partners to gather information and resolve issues.
• Document all activity accurately within the case management system.
• Identify and classify regulatory and non-regulatory complaint risks.
• Handle complex customer service inquiries and administrative tasks.
• Manage multiple active complaint cases simultaneously while meeting established deadlines.
• Communicate effectively through phone, email, and written correspondence.
• Follow established policies, procedures, and compliance requirements.
• Support day-to-day activities within the Escalations Team.

• Review and prioritize assigned complaint cases.
• Research customer concerns and gather supporting documentation.
• Conduct customer outreach and manage escalated conversations.
• Collaborate with internal departments to obtain information and drive resolution.
• Update and maintain detailed case records.
• Manage 5-10 active complaint cases at various stages of resolution.
• Meet quality, productivity, and compliance metrics.

• 4+ years of customer-facing experience within a financial services environment.
• Experience in one or more of the following:
  • Customer Service
  • Underwriting
  • Loan Processing
  • Mortgage Processing
  • Research
  • Quality Assurance
  • Complaint Resolution
• Strong ability to handle escalated customer interactions and resolve complex issues.
• Excellent verbal and written communication skills.
• Strong investigative and analytical abilities.
• Experience managing workloads and meeting deadlines.
• Ability to work independently and follow established procedures.

• Proficiency with Microsoft Office Suite, including:
  • Outlook
  • Word
  • Excel
  • Microsoft Teams
• Comfortable navigating multiple systems and applications simultaneously.
• Strong technical aptitude and ability to work effectively in a remote environment.

• High-speed internet access.
• Ability to connect via Ethernet cable.
• Quiet, private workspace.
• Safe and secure location for company equipment.

This is a Contract position based out of Shoreview, MN.

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

• 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 Shoreview,MN.
• Final date to receive applications:
  This position is anticipated to close on Aug 12, 2026.

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.

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

San Francisco Fair Chance Ordinance:
Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector:
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI):
We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess…