This role will be within the complaints department regarding escalated complaints for anything within the bank related to credit card, checking account, and business complaints. A complaint will come into this area and it will initially be handled by a separate intake team, who will then do the initial discovery and information collection for the complaint to go into a work queue. From there, the Sr. Escalations Representative will then take control of complaints in progress and will see it through until it has reached the qualifications for completion. Day to Day: Team member reviews complaints and handles appropriately. Will talk to the customer, research complaint, resolve complaint, work with other business units within the company in the context of the complaint. May have to put a complaint on hold and come back to it if there is information missing or if they are waiting on a response from a customer or internal team member. Typical case load is 5 to 10 at one time. Works with a web-based tool to document, track and resolve complaints. Job Description:
Support internal and external customers with inquiries and complaints regarding financial products and services.
Seek ways to determine appropriate course of action, conduct investigative steps to identify the 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 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.
Additional Skills & Qualifications:
Financial services
Customer Service
Complaint Resolution
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 - will toggle between various systems + screens and will also be working from home part of the time. It is essential that talent can set up their equipment and effectively navigate through technology.
Microsoft products
Training on-site for one month and then switch to hybrid scheduleBenefits:Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
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 the 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)
About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
