Intake Representative

About the role

Team members will work in the complaints department handling escalated complaints. The intake team performs initial discovery and information collection, then passes the case to case workers. This role is within the intake team.

Responsibilities

• Handle inbound calls from customers with open and active complaint cases.
• Handle inbound warm transfer calls from other departments with escalated customers to resolve complaints or gather information for formal cases.
• When not on the phone, compile and create formal cases for case workers.
• Support internal and external customers with inquiries and complaints regarding financial products and services.
• Determine appropriate course 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, classify risks in the case management system to ensure compliance.
• Respond independently to complaints escalated at the highest level.
• Interact with internal and external customers to resolve issues.
• Interact with the immediate Escalations team to oversee day‑to‑day activities of the support Escalations Team.

Skills

• Strong communication skills with 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 – toggle between various systems and screens; work from home part of the time; set up equipment and navigate technology effectively.

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 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)

Pay

The pay range for this position is $20.00 - $20.00/hr. Individual compensation offered within this range will depend on qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job‑related factors.

This is a Contract to Hire hybrid position based in Sioux Falls, SD.