Escalations Specialist

About the Role

Team members in this role work within the complaints department, handling escalated complaints related to credit card, checking account, and business accounts. The team takes control of complaints that have already been through initial intake and discovery, managing them from that point through to completion.

Responsibilities

• Review complaints and handle them appropriately, including talking to customers, researching complaints, and resolving issues.
• Work with other business units within the company in the context of complaints.
• Support internal and external customers with inquiries and complaints regarding financial products and services.
• Determine appropriate course of action, conduct investigative steps to identify issues, and process complex transactions online.
• Perform complex administrative and customer support tasks.
• Review complaints for regulatory and non-regulatory flags and classify risks appropriately in the case management system to 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 their issues.
• Interact with the immediate Escalations team to oversee day-to-day activities of the support Escalations Team.

Typical Day

• Review complaints, talk to customers, research and resolve complaints, and collaborate with other business units.
• Place complaints on hold when waiting for missing information or responses from customers or internal team members.
• Manage a typical case load of 5 to 10 complaints at one time.
• Use a web-based tool to document, track, and resolve complaints.

Skills

• Customer service
• MS Office Suite
• 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 and procedures to execute tasks repetitively
• Pipeline and time management - work on different complaints in different statuses while meeting deadlines
• Tech savvy - toggle between various systems and screens; ability to set up equipment and effectively navigate technology while working from home part of the time

Pay

$25.00 - $25.00/hr

Schedule

This is a contract-to-hire position, hybrid in West Des Moines, IA.