Escalation Specialist

About the role

Members of the complaints department will serve as Escalations Specialists, taking control of complaints after the intake team completes initial discovery. This role is part of the SPOC (Single Point of Contact) team and primarily involves customer communications via phone throughout the complaint resolution process.

Team members will handle outbound and inbound calls to customers with active complaint cases to introduce themselves, collect information, provide updates on progress, and communicate case resolution decisions. This role does not involve research or resolution decision-making, which is handled by a separate case worker. Team members will document and track complaints using a web-based tool.

Responsibilities

• Support internal and external customers with inquiries and complaints regarding financial products and services.
• Determine appropriate courses of action, conduct investigative steps to identify 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 the case management system to ensure 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.
• Oversee day-to-day activities of the support Escalations Team in collaboration with the immediate team.

Requirements

• Strong communication skills with the ability to de-escalate customers over the phone.
• Ability to communicate effectively through writing and emails.
• Ability to follow policies and procedures to execute tasks repetitively.
• Pipeline and time management skills to handle different complaints in various statuses while meeting deadlines.
• Tech-savvy, with the ability to toggle between various systems and screens, and work from home part of the time. Essential to set up equipment and navigate technology effectively.

Pay

The pay range for this position is $25.00 - $25.00 per 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 specific elections, plan, or program terms. If eligible, the following benefits may be available for this temporary role:

• 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 & AD&D for the employee and dependents).
• Short-term and long-term disability.
• Health Spending Account (HSA).
• Transportation benefits.
• Employee Assistance Program.
• Time Off/Leave (PTO, Vacation, or Sick Leave).

Schedule

This is a hybrid position based in San Antonio, TX, with part-time remote work.

This is a Contract to Hire position.