Senior Escalations Representative

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The Opportunity

Description

We're looking for a Senior Escalations Representative, working in Banking/Finance industry in West Des Moines.

• Support less experienced individuals in providing resolutions for client inquiries and complaints.
• Determine appropriate course of action and conduct investigative steps to fully identify customer issues.
• Perform complex administrative and customer support tasks by managing daily schedules, and providing work direction to the team.
• Assist in setting performance standards and recommend process or policy improvements to enhance customer satisfaction.
• Provide subject matter expertise and interpretation of procedures to less experienced individuals.
• 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.
• 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.
• 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.
• Support the corresponding LOB listed above and servicing products to research and resolve escalated complaints.
• Be available for customers to reach out to. Need to expect to verbally communicate with clients, some who may be a bit difficult.
• 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 an 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. Roughly 5-10 calls/day. Written correspondence with customers and email/written correspondence with business partners is also required.
• Strong verbal and written communication skills are mandatory for this position. For written communication w/ clients - will be a mix of using templates but also free handwriting. For email/written communication w/ internal partners - will be free handwriting.
• 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.