Escalations Representative

Description

You will review and then critically research and resolve the customer's complaint. Complaints are coming into the bank from a variety of areas, including Credit Card, Checking, Business or Consumer deposits, and checking. This could be an ATM, transaction in a branch, or at a retail store. Expectations are that this person will be managing 5 to 10 cases at any time. The first step is to thoroughly read the complaint and then investigate. There is a lot of reading and independent work involved with this role. Once this initial research is completed, you will reach out to the customer via phone and let them know that you will be conducting an investigation. Each candidate can expect around 5 to 10 calls per day—very low volume but professional conversations with customers about a complaint that needs to be addressed. Critical thinking is required when it comes down to a resolution.

Qualifications

• 2+ years of experience with financial or banking customer service

Schedule

• Monday–Friday, 8am–5pm
• Hybrid schedule: training is 100% onsite in West Des Moines, IA for the first month; thereafter, onsite 1 week and then remote the following week (weekly rotation)

Pay

• $24.00–$32.00/hr

Benefits

• 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)

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.