Customer Service Representative - B2B

Job Title

Team members will be working in complaints department regarding escalated complaints for anything within the bank. A complaint will come in to this area and it will initially be handled by a separate intake team who will then do the initial discovery and information collection for the complaint to go into a work queue. These team members will then take control of complaints in progress and will see it through until it has reached the qualifications for completion.

This specific hiring class will be working within the SPOC (Single Point of Contact) Team which will involve customer communication rather than researching and resolving complaint cases.

Typical Day:
As a member of the SPOC (Single Point of Contact) team, this role will primarily involve customer communications via phone throughout the complaint resolution process. Team members will be responsible for handling outbound/inbound calls to customers who have an active complaint case to introduce themselves, collect information, update customers on progress and provide the case resolution decision. This person will not be doing the research and resolution decisioning as that will be done by a different case worker.

Team members will work within a web-based tool to document and track complaints.

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 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

Skills:

Customer service, Support, Customer support, Call center

Top Skills Details:

Customer service, Support, Customer support, Call center

Additional Skills &

Qualifications:

Desired Skills Strong communication skills with the ability to de-escalate customers over the phone (expect 5+ high level escalation 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. 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. DISQUALIFIERS:

- jumpy call center resumes - medical customer service - no professional office experience

Experience Level:

Expert Level

Job Type &

Location:

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

Pay and Benefits:

The pay range for this position is $25.00 - $25.00/hr individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors. 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 Shoreview,MN.

Final date to receive applications:

Thi…