Escalation Specialist

Role: Escalation Specialist/ Financial Representative

Location: Charlotte, NC & Salt Lake City, UT

Contract: 6 Months to begin with possibilities of extension/conversion

Training: Onsite and Later Hybrid: one week Onsite and One week Remote

Job Description:

• Research and resolve escalated inquiries and complaints including review of in process, closed, or cancelled single loan or credit exceptions, applications, claims, files or online transactions.
• Determine appropriate course of action by conducting investigative steps to identify the issues, research product information, and process complex or corrective transactions online.
• Review escalated inquiries and complaints that require special handling, process complex or corrective transactions online, and ensure resolution or negotiation of sensitive and time critical matters.
• Receive direction from supervisors and exercise judgment within defined parameters while developing understanding of investigative steps to identify and resolve issues, terms, conditions, and contracts to ensure the process and documentation are in compliance with internal company requirements, insurer guidelines, investor requirements, or government regulations.
• Provide information to the management committee members, agencies, or business leaders related to the escalated inquiries and complaints.

Required Qualifications:

• 6 months of Financial Services Environment, Financial Services Operations, Underwriting, or Quality Assurance experience
• ACTIVE SIE and Series 7 License

Desired Qualifications:

• 6 months of brokerage complaint handling experience
• 1 year of brokerage client support experience or operations experience
• Experience resolving and working through escalated and complex issues
• Experience managing complaints and objections effectively and professionally
• Client service focus with the ability to listen to customer needs and recommend solutions
• Ability to identify customer needs and obstacles and take the necessary steps to problem solve
• Solid understanding of brokerage products and services

About Mindlance:

Founded in 1999, Mindlance has been ranked as one of the fastest growing US Staffing firms by SIA for 9 consecutive years. We provide workforce solutions to Global 1000 companies in Technology, Engineering, Finance, Clinical Research, Scientific, Digital/Creative/Marketing space.

Mindful of the opportunity gap, we provide balanced solutions for both employers and job seekers—elevating the standards of recruitment practice to a whole new level. Our aim is to make a difference in the lives of job seekers by providing them with opportunities that broaden career horizons and expand skill sets. We take pride in being a strong driver of mindfulness and balance at workplace.

EEO:

“Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.”