Escalations Representative 3

About the role

Team members will be working in the complaints department regarding escalated complaints for anything within the bank. A complaint will come in to this area and it will initially be handled by a separate intake team who will then do the initial discovery and information collection for the complaint to go into a work queue. These team members will then take control of complaints in progress and will see it through until it has reached the qualifications for completion. This specific area is handling complaints related to credit card, checking account and business complaints.

Responsibilities

• Reviews complaints and handles appropriately
• Talks to the customer, researches complaint, resolves complaint, works with other business units within the company in the context of the complaint
• Might have to put a complaint on hold and come back to it if there is information missing or if they are waiting on a response from a customer or internal team member
• Typical case load is 5 to 10 at one time
• Works with a web-based tool to document, track and resolve complaints

Requirements

• Strong communication skills with the ability to de-escalate customers over the phone (expect 5+ high level escalation calls per day)
• Ability to communicate effectively through writing and emails
• Ability to follow Policy + Procedures to execute tasks repetitively
• Pipeline and time management - work on different complaints in different statuses while meeting deadlines
• Tech Savvy - will toggle between various systems + screens and will also be working from home part of the time

Qualifications

• Desired Skills: complaint resolution, customer service support
• Top Skills: complaint resolution, customer service support

Skills

• Complaint Resolution
• Customer Service Support

Benefits

Not specified

Pay

$25.00 - $25.00/hr

Schedule

Hybrid position in Shoreview, MN