Escalations Specialist

Start: 9/28 • Location: Shoreview, MN • Hybrid remote (1 week onsite, 1 week remote rotation)

About The Opportunity

We are seeking experienced customer service professionals to join a team focused on handling escalated customer complaints within a financial services environment. This role serves as a Single Point of Contact (SPOC) for customers throughout the complaint resolution process, ensuring clear communication, timely follow-up, and a positive customer experience. This position is ideal for candidates who excel in customer communication, de-escalation, and managing multiple cases while maintaining compliance with established policies and procedures.

Responsibilities

• Serve as the primary point of contact for customers with active complaint cases.
• Conduct outbound and inbound customer communications throughout the complaint lifecycle.
• Gather information, provide case status updates, and communicate resolution decisions.
• Document customer interactions and case activity within a case management system.
• Review customer concerns and accurately classify complaint information.
• Support customers with inquiries related to financial products and services.
• Manage multiple complaint cases simultaneously while meeting established deadlines.
• Follow policies, procedures, and regulatory requirements to ensure compliance.
• Collaborate with internal teams to support complaint resolution efforts.
• Handle escalated customer interactions professionally and effectively.

Requirements

• 4+ years of customer-facing experience within a financial services environment.
• Experience in one or more of the following areas:
  • Senior Customer Service
  • Underwriting
  • Loan Processing
  • Mortgage Processing
  • Research
  • Quality Assurance
  • Similar financial services roles
• Strong verbal and written communication skills.
• Ability to de-escalate challenging customer situations over the phone.
• Strong organizational, time management, and multitasking abilities.
• Experience working within multiple systems and applications simultaneously.
• Proficiency with Microsoft Office Suite, including:
  • Outlook
  • Word
  • Excel
  • Teams

Preferred Qualifications

• Technical support experience.
• Troubleshooting skills.
• Operations experience.
• Experience managing escalated customer concerns.

Work Environment

• Initial training will be conducted onsite for approximately 30-60 days.
• Hybrid schedule following training:
  • One week onsite
  • One week remote
• Candidates must have:
  • High-speed internet access
  • Ability to connect via Ethernet cable
  • Quiet, professional workspace
  • Secure location for company equipment

Ideal Candidate

• Experienced in handling escalated customer interactions.
• Comfortable making and receiving customer calls throughout the day.
• Able to communicate complex information clearly and professionally.
• Detail-oriented and process-driven.
• Tech-savvy and adaptable to new systems.
• Thrives in a fast-paced environment while maintaining accuracy and professionalism.

What Makes This Opportunity Unique

• Gain experience supporting high-level customer complaint resolution processes.
• Work within a respected financial services organization.
• Opportunity for contract extension based on business needs and performance.
• Potential pathway to future long-term career opportunities for top performers.

Pay

$25.00/hour

Schedule

Monday-Friday, 8:00 AM - 5:00 PM

Contract Length: 7-12 Months (Potential for Extension and Long-Term Opportunities)

Benefits

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. If eligible, the benefits available for this temporary role may include the following:

• 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)