Sr. Escalations Representative

About the role

Review and critically research customer complaints from various banking areas including Credit Card, Checking, Business or Consumer deposits, and transactions at ATMs, branches, or retail stores. Manage 5 to 10 cases at a time, thoroughly reading each complaint and conducting independent investigative work. Complete initial research, then reach out to customers via phone (5–10 calls per day) to inform them of the investigation. Apply critical thinking to reach resolutions.

Responsibilities

• Review and critically research customer complaints
• Manage 5 to 10 cases concurrently
• Thoroughly read and investigate each complaint through extensive independent work
• Make 5–10 outbound calls per day to customers to notify them of investigations
• Apply critical thinking to determine case resolutions

Qualifications

• 2+ years of experience in financial or banking customer service

Schedule

• Monday–Friday, 8:00 AM – 5:00 PM
• Hybrid: training is 100% onsite in Shoreview, MN for the first month; thereafter, onsite 1 week then remote the following week (weekly rotation)

Pay

• $25.00/hour

Benefits

• Medical, dental, and vision insurance
• Critical Illness, Accident, and Hospital coverage
• 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)