Escalations Representative 3

Position Summary

We are seeking a skilled Escalations Representative to join our team in West Des Moines, IA. In this role, you will handle high-level customer inquiries and complaints, conducting detailed research and coordinating with internal stakeholders to resolve complex issues. This is a valuable opportunity for professionals with a background in financial services, underwriting, or quality assurance to enhance customer satisfaction, improve processes, and support compliance efforts.

Key Responsibilities

• Assist internal and external customers with inquiries and complaints related to financial products and services.
• Determine the appropriate course of action and conduct investigative research to resolve complex customer issues.
• Manage administrative tasks and support daily operations, including scheduling and providing work direction.
• Review complaints for regulatory and non-regulatory concerns, assess risk levels, and ensure proper case handling and documentation.
• Close cases after resolution and notify relevant team members to facilitate customer follow-up.

Required Qualifications

• Four or more years of experience in customer-facing roles within a financial services, underwriting, or quality assurance environment, or equivalent experience through work, training, or military service.
• Demonstrated ability to resolve escalated customer issues professionally and independently.
• Strong analytical skills with the capability to perform investigative research and process complex transactions.

Preferred Qualifications

• Excellent verbal communication and de-escalation skills, with the ability to manage over five high-level customer calls daily.
• Strong written communication skills for email correspondence and case documentation.
• Consistent adherence to policies and accuracy in task execution.
• Effective pipeline and time management skills to handle multiple complaints at varying stages.
• Proficiency with multiple systems and applications.
• Self-sufficient in remote work environments, including the setup and navigation of requisite tools.

Why This Opportunity May Be Appealing

This position offers a chance to apply your expertise in a dynamic environment, contributing directly to customer satisfaction and operational improvements. You will work with a team that values professionalism, problem-solving, and continuous development, all within a flexible, remote-capable setup.