Title: Senior Escalations Representative

Location: Shoreview Minnesota, Des Moines, IA or Chandler, AZ, Salt Lake, UT

Duration: 12 months

Pay Rate: $20-26/hr.

Notes:

Consultants will be working “complaint resolution” – the manager is asking for financial experience (likely prior, it will help the consultants understand the nature of the call cases they will be working. Credit cards, deposits, business type complaints, etc. related to primarily deposits – also savings, checking and accounts.

Contractors work tickets in a que as assigned, managing a case load of 5 – 10. And close out each ticket with verbal and written correspondence.

Support less experienced individuals in providing resolutions for client inquiries and complaints. Determine appropriate course of action and conduct investigative steps to fully identify customer issues. Perform complex administrative and customer support tasks by managing daily schedules, and providing work direction to the team. Assist in setting performance standards, and recommend process or policy improvements to enhance customer satisfaction. Provide subject matter expertise and interpretation of procedures to less experienced individuals. 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.

• 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.

Job Types: Full-time, Contract

Pay: $20.00 - $26.00 per hour

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Escalations/Complaint: 4 years (Required)
• Financial services or Banking: 3 years (Required)

Work Location: On the road