Escalations Specialist

About the Role

Team members will work in the complaints department handling escalated complaints related to credit card, checking account, and business issues. Complaints are initially processed by an intake team that performs discovery and information collection before placing them in a work queue. Team members take ownership of complaints in progress and manage them through to resolution.

Responsibilities

• Support internal and external customers with inquiries and complaints regarding financial products and services.
• Determine appropriate courses of action, conduct investigative steps, and process complex transactions online.
• Perform complex administrative and customer support tasks.
• Review complaints for regulatory and non-regulatory flags and classify risks in the case management system.
• Ensure customer issues are addressed while maintaining compliance with internal company requirements and standards.
• Respond independently to complaints escalated at the highest level.
• Interact with internal and external customers to resolve issues.
• Work with the Escalations team to oversee day-to-day activities.
• Handle a typical caseload of 5 to 10 complaints at a time, managing different statuses and deadlines.
• Use a web-based tool to document, track, and resolve complaints.
• Communicate with customers, research complaints, and collaborate with other business units as needed.
• Place complaints on hold if information is missing or awaiting responses from customers or internal teams.

Skills

• Customer Service: Ability to de-escalate customers over the phone (expect 5+ high-level escalation calls per day).
• Communication: Strong written and verbal communication skills for emails and documentation.
• Policy & Procedures: Ability to follow established policies and procedures to execute tasks repetitively.
• Pipeline and Time Management: Manage multiple complaints in different statuses while meeting deadlines.
• Technical Proficiency: Ability to toggle between various systems and screens, including remote work setup and navigation.
• Proficiency in Microsoft Office Suite.

Qualifications

This role is suited for candidates with intermediate-level experience.

Pay

The pay range for this position is $25.00 - $25.00 per hour. Individual compensation will depend on qualifications, skills, relevant experience, job knowledge, geographic location, and internal equity.

Benefits

Eligibility requirements apply to some benefits and may depend on job classification and length of employment. If eligible, benefits for this temporary role may include:

• Medical, dental, and vision coverage.
• Critical Illness, Accident, and Hospital insurance.
• 401(k) Retirement Plan (pre-tax and Roth post-tax contributions available).
• Life Insurance (voluntary life and AD&D for employees 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 Sioux Falls, SD.