Job Title: Senior Business Escalations Representative
Interview: In-Person (Starting 09/23 and ongoing until all positions are filled)
Hours: 8 AM – 5 PM
Schedule: Hybrid (1 week on-site, 1 week remote after training and meeting metrics)
Job Overview:
As a Senior Business Escalations Representative, you will play a key role in handling complex escalated cases involving customer financial products and services. This role requires strong analytical skills, in-depth research capabilities, and exceptional customer service abilities to resolve customer complaints and issues while adhering to internal policies and compliance standards.
Responsibilities:
- Manage 5 complex escalated cases daily, conducting thorough research and investigation before interacting with customers to provide resolutions.
- Support internal and external customers with inquiries and complaints related to financial products and services, ensuring quality over quantity in case resolution.
- Execute policy and procedure-driven tasks to ensure compliance, including processing complex transactions and handling administrative support functions.
- Investigate complaints for regulatory and non-regulatory risks, classifying and managing them in the case management system to ensure customer satisfaction and adherence to standards.
- Provide written and verbal communication to customers to de-escalate situations and resolve issues effectively.
- Collaborate with internal teams and stakeholders to oversee day-to-day case activities and share insights on improving complaint-handling processes.
Qualifications:
- Experience managing escalated cases or complaints in a financial or banking environment.
- Strong research and analytical skills to ensure accurate problem resolution.
- Ability to prioritize tasks effectively, working under deadlines while maintaining a focus on high-quality results.
- Proficiency in navigating multiple systems to process and document transactions.
- Excellent verbal and written communication skills to interact with customers and internal teams.
Training & Schedule:
- Training: 30-day mandatory in-office training with daily attendance required to ensure knowledge retention.
- Hybrid Schedule: Once metrics are consistently met, employees will follow a hybrid schedule with 1 week on-site and 1 week remote.
