Sr. Escalations Representative 3

Location: Sioux Falls, SD 57104, United States | Duration: 12+ months (higher possibility of extension & conversion)

About the Role

Seeking an experienced Complaint Resolution Specialist with 3+ years of experience in complaint resolution within the financial services or insurance industry. The ideal candidate will have excellent communication, active listening, empathy, and de-escalation skills, with the ability to assist upset customers and resolve complex issues professionally. The role involves investigating and resolving customer complaints, identifying appropriate solutions, processing complex transactions, and ensuring compliance with company policies and regulatory requirements. The candidate will manage multiple complaints across different statuses and meet deadlines in a fast-paced environment.

Responsibilities

• Handle internal and external customer inquiries and complaints related to financial products and services.
• Investigate customer concerns and determine appropriate courses of action.
• Process complex transactions and administrative support tasks.
• Review complaints for regulatory and non-regulatory risks and accurately classify cases in the case management system.
• Independently resolve high-level and escalated complaints.
• Communicate with customers and internal teams to achieve timely resolutions.
• Support the Escalations Team with day-to-day activities and issue resolution.

Requirements

• 3+ years of complaint resolution experience in financial services or customer service experience in the insurance industry.
• Strong verbal and written communication skills with proven de-escalation abilities.
• Excellent listening, empathy, and customer service skills.
• Strong organizational, time-management, and pipeline-management abilities.
• Ability to follow policies and procedures consistently while handling repetitive tasks accurately.
• Tech-savvy and comfortable working across multiple systems and screens, including a hybrid/remote work environment.
• Comfortable handling difficult customer interactions with professionalism and resilience.
• Positive attitude, flexibility, and ability to adapt to change.
• Ability to perform effectively in a fast-paced environment.
• Strong business acumen and sound judgment.

Pay

$25 to $26/hr