Banking CSR Escalations - Hybrid Remote

Hybrid schedule: one week onsite, one week remote. 12-month contract with potential for extensions or transition into other departments.

About the role

As a member of the Single Point of Contact (SPOC) team, you will serve as the primary liaison for customers who have active complaint cases. Your focus will be on maintaining communication with customers throughout the complaint resolution process, providing updates, gathering information, answering questions, and ensuring customers feel supported while their cases are being reviewed by specialized case management teams.

Responsibilities

• Serve as the primary point of contact for customers with active complaint cases.
• Handle inbound and outbound customer calls throughout the complaint lifecycle.
• Introduce yourself to customers assigned to your queue and establish ongoing communication.
• Collect relevant information and documentation from customers.
• Provide status updates and communicate final case decisions.
• Document all customer interactions accurately within a web-based case management system.
• Support customers with inquiries related to financial products and services.
• Review complaints for regulatory and non-regulatory considerations and classify risks appropriately.
• Perform complex administrative and customer support tasks.
• Work collaboratively with internal escalation teams to ensure timely issue resolution.
• Manage multiple cases simultaneously while meeting established deadlines and service expectations.

Schedule

• Training Period: Monday - Friday, 8:00 AM - 5:00 PM (100% onsite for approximately 30-60 days).
• Post-Training: Monday - Friday, 8:00 AM - 5:00 PM (hybrid: one week onsite, one week remote).

Pay

The pay range for this position is $25.00/hour. Individual compensation within this range will depend on qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Benefits

Eligibility requirements apply to some benefits and may depend on job classification and length of employment. Benefits are subject to change and may include:

• Medical, dental, and vision insurance.
• Critical illness, accident, and hospital insurance.
• 401(k) Retirement Plan (pre-tax and Roth post-tax contributions available).
• Life Insurance (voluntary life and 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).

Why Apply?

• Gain experience with a nationally recognized financial services organization.
• Develop expertise in customer advocacy, complaint management, and financial services operations.
• Exposure to a highly regulated environment with strong career development potential.
• Opportunity to build valuable skills that can lead to future advancement.
• High-performing contractors may be considered for future permanent opportunities.