Senior Escalations Representative

Job Title : Senior Escalations Representative

Duration : 12-Month Contract

Worksite Location : Chandler, Arizona, 85286

Start Date : November 2024

Pay : $25/hr

Top Skills :

Minimum 4 years of customer contact within a Financial Services environment in roles such as Senior Customer Service, Underwriting, Loan/Mortgage Processing, Research, Quality Assurance, or equivalent.

Strong written and verbal communication skills, including impeccable phone manner.

Strong multitasking skills with proficiency in computers and phones while navigating multiple software systems simultaneously.

Prior experience with MS Office Suite, particularly with MS Word, Outlook, Excel, and Teams.

Description :

Team members will be working in the complaints department regarding escalated complaints for anything within the bank. A complaint will come into this area and 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. These team members will then take control of complaints in progress and will see it through until it has reached the qualifications for completion. This specific area is handling complaints related to credit card, checking account, and business complaints.

Typical Day : Team member reviews complaints and handles them appropriately. Will talk to the customer, research the complaint, resolve the complaint, and 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 the 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 the 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 Information : After initial classroom and side-by-side training, team members will have a 6-month “ramp up” period with monthly production and quality targets to hit. As the months go on, team members will be expected to increase their production while maintaining quality standards. Team members will also have regular 1-on-1 meetings with their managers to discuss their progress, goals, questions, and successes.

Drug Test Required : No

Workplace Type : Hybrid

Value Proposition for Candidates : These positions are currently approved to be 12-month contracts to start. This could be shortened or extended based on business need. While we cannot guarantee permanent roles with the client, this is a great opportunity to get in the door and permanent jobs are certainly a possibility if you are meeting performance expectations.

Work Environment : Hybrid Schedule – Except for at least the first 30 days of training where they will be 100% in-office. Hybrid Schedule is 1 week in-office/1 week at-home.

Hours :

Training is 8:00am-5:00pm Monday – Friday

After training: 7:30-4:30 with an hour lunch is a typical shift, could adjust to 30-minute lunches and adjust their arrivals or departures accordingly. 1 week in office, 1 week from home.

Additional Skills & Qualifications :

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 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.

Must be willing to submit to pre-employment and random background screenings.

Disqualifiers :

Jumpy call center resumes

Medical customer service (no escalation experience)

No professional office experience

Business Challenge : The Executive Complaints Management Office is responsible for meeting SLA’s for customer complaints to adhere to regulatory guidelines. These SLA’s include a complaint resolution within a certain timeframe, ensuring that the resolution/non-resolution is in accordance with regulations and to improve the overall experience of the customer with the complaint. This current team is in need of additional headcount to ensure they are meeting these SLA’s. The volume with this area can also be unpredictable and fluctuate for a variety of reasons. So it is crucial that they have the appropriate headcount to cover any volume spikes.

Failure to meet SLA’s would impact customer experience, brand reputation, and increased regulatory scrutiny.

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:

Were 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. Thats 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.