Escalation Specialist

Hybrid schedule
: 6 weeks of onsite training, after training will move to hybrid schedule of 5 days onsite/5 days remote

CANNOT MISS ANY TIME DURING TRAINING

Pay $26

Start Date:

Contract: 12 month contract

Hiring Manager: several managers

Required Qualifications:

• 3+ years of Complaint Resolution experience in a Financial Services environment, will also consider Insurance industry experience (customer service).
• 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 and procedures to execute tasks repetitively
• Pipeline and time management - work on different complaints in different statuses while meeting deadlines
• Tech Savvy - will toggle between various systems + 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:
  Empathy - ability/experience with assisting upset customers that have a situation that want resolved immediately. Also need  thick skin  since some customers might take out anger on representative.
• MUST HAVE:
  Listening skills
• Positive outlook/personality
• Strong organizational skills
• Flexible, used to change
• Ability to succeed in a fast paced work environment
• Strong business acumen

Job Description:

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

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.

Respond independently to complaints escalated at the highest levels.

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.