Escalation Specialist in Sioux Falls, South Dakota

Sr. Escalations Representative 3

Location:

Sioux Falls, SD 57104

Duration: 12-month contract to start - Possible extensions

Training shift: M-F, 8am- 4:30pm

Hybrid schedule: 6- 8 weeks of onsite training, after training will move to hybrid schedule of 5 days onsite/5 days remote

Support internal and external customers with inquiries and complaints regarding financial products and services.

Covers jobs responsible for managing escalated customer complaints company wide for mostly banking products, which will require special handling.

Majority of the calls/emails will be from upset customers. Showing empathy to the customer, obtaining information about the customer's situation, and letting them know the situation will be taken care of and resolved.

This is more call center work. Less Research, Higher call Volume

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.

At least 2-3 years of Complaint Resolution experience in Financial Services environment, will also consider Insurance industry experience (customer service/claims).

Financial services (auto, banking, mortgage, brokerage) or insurance industry experience.

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.