Escalation Speciality

Escalations Representative 2

Client:
Banking industry

Job duration: 12 Months (Possibilities of extension OR conversion to FTE)

Location:

Roanoke, VA (Hybrid- 1 Week Onsite/1 Week Remote after Training)

Payrate: $20 - $23 per hour

Benefits:
The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, long-term disability insurance, short-term disability insurance, paid parking/public transportation, paid time, paid sick and safe time, hours of paid vacation time, weeks of paid parental leave, paid holidays annually - AS Applicable

In this role, you will:

• Support internal and external customers with inquiries and complaints regarding financial products and services.
• Seek ways to determine appropriate courses of action, conduct investigative steps to identify the issues, and process complex transactions online
• Perform moderately complex research to resolve client issues and review complaints for regulatory and non-regulatory flags and classify risks appropriately in the 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.
• Interact with internal and external customers to respond to the concerns raised, as well as determine the appropriate course of action.
• Serve as an intermediary between parties to resolve disputed matters, negotiate, and enact settlements accordingly.