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Escalations Representative

Location: West Des Moines, IA, United States
Job Type: Full Time
Job Category: Administrative
Job Industry: Financial Services
Salary: The pay we're offering is $23 per hour

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The Opportunity


We're looking for an Escalations Representative, working in Financial Services industry in West Des Moines, Iowa, United States.

  • Support the corresponding LOB listed above and servicing products to research and resolve escalated complaints.
  • Support internal and external customers with inquiries and complaints regarding financial products and services.
  • Receive complaints through a pipeline. Talent will be required to connect with the customer, understand their issue, research the issue and determine where the error occurred and provide the customer with the appropriate resolution.
  • Work out of their pipeline and will receive new cases daily, while also being required to keep up with existing cases until they have completed and closed them.
  • Seek ways to determine appropriate course of action, conduct investigative steps to identify the issues, and process complex transactions online.
  • Interact with internal and external customers to respond to the raised concerns, as well as determine appropriate course of action.
  • Receive inbound calls and will be required to make some outbound calls with the customers they are currently working with on a complaint.
  • Perform moderately complex initiatives to resolve client issues and 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.
  • Receive direction from supervisors and escalate non-routine client concerns to more experienced individuals.
  • Serve as an intermediary between parties to resolve disputed matters, negotiate, and enact settlements accordingly.
  • Understand and experience of following policies and procedures.

Our Client

Our client provides outsourcing, staffing, consulting and workforce solutions. Hiring for Engineering, Finance and Accounting, Healthcare, Human Resources, IT, Legal, Life Sciences, Manufacturing and Logistics, Sales and Marketing and Administrative roles. For 60 years. Via 5,000 offices in 39 countries.

Matching smart people with great jobs. Putting to work nearly 700,000 employees worldwide.

Helping people like you achieve your potential. Using innovative technologies and passion for people to provide you the best experience possible. Every single day.

Let this be your day. Put their expertise to work for you. You deserve it!

Experience Required for Your Success

  • 2+ years customer service within the financial services industry that required them to have analytical thinking, research, take notes and document complaints
  • Written and Verbal communication is critical - some templates are available, but talent should be skilled to free hand their communication as well
  • Ability to de-escalate customers over the phone
  • Attention to detail
  • Strong organizational, multi-tasking, and prioritizing skills
  • Ability to navigate multiple computer systems, applications, an utilize search tools to find information.
  • Ability to use Microsoft Products – MS Word, MS Excel

What Do You Think?
Does your experience reflect what it takes to be successful in this role? Do the work and challenges get you excited about what's possible?

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