Escalation Specialist

Location: San Antonio, TX (Hybrid)

About the role

A leading financial services organization is seeking experienced customer service professionals to join its Executive Complaints team as an Escalations Specialist. In this role, you will serve as the primary point of contact for customers with active escalated complaint cases, ensuring exceptional service and communication throughout the complaint resolution process. This position is ideal for candidates with a strong background in banking, financial services, mortgage operations, underwriting, loan processing, or high-level customer support.

Responsibilities

• Act as the Single Point of Contact for customers with escalated complaints.
• Handle inbound and outbound customer communications throughout the complaint lifecycle.
• Gather information, provide case updates, and communicate final case outcomes.
• Support customers with complex inquiries regarding financial products and services.
• Document all interactions and case activity in internal systems.
• Review complaints and appropriately classify risk factors.
• Follow established policies, procedures, and regulatory guidelines.
• Partner with internal teams to ensure timely complaint resolution.
• Meet productivity, quality, and service-level expectations.

Requirements

• 4+ years of customer-facing experience within financial services, banking, mortgage, lending, or related business services environments.
• Experience in one or more of the following areas:
  • Senior Customer Service
  • Underwriting
  • Loan Processing
  • Mortgage Processing
  • Quality Assurance
  • Complaint Resolution
  • Case Management
  • Research Functions
• Strong verbal and written communication skills.
• Proven ability to de-escalate difficult customer situations.
• Experience with Microsoft Office Suite, including Word, Excel, Outlook, and Teams.
• Strong organizational and time-management abilities.
• Ability to manage multiple priorities and deadlines simultaneously.

Preferred Skills

• Escalations or complaint-management experience.
• Strong critical-thinking and problem-solving skills.
• Ability to navigate multiple systems and applications efficiently.
• Experience working within regulated environments.

Work Environment

This is a hybrid position requiring both onsite and remote work. Candidates must have:

• High-speed internet access
• Ability to connect via Ethernet cable
• Quiet, private workspace
• Secure location for company equipment

Training & Development

• Structured training program provided.
• Ongoing coaching and performance support.
• Regular one-on-one meetings with leadership.
• Clear performance goals and development opportunities.

What We're Looking For

Successful candidates will demonstrate:

• Exceptional customer service skills
• Professionalism under pressure
• Strong attention to detail
• Excellent communication abilities
• Ability to work independently while managing a high-volume workload
• Comfort with technology and multiple systems

Benefits

Eligible employees may have access to:

• Medical, dental, and vision coverage
• 401(k) retirement plan
• Life insurance options
• Short- and long-term disability coverage
• Health Savings Account (HSA)
• Employee Assistance Program (EAP)
• Paid time off and leave benefits

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & 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)

Pay

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

Schedule

Monday-Friday, 8:00 AM - 5:00 PM (after training)

Employment Type: Contract-to-Hire