Sr. Escalations Representative

Description

This team will work onsite for training for a month and then when training is complete work hybrid (week onsite, then week remote). Training should last a month or more and then the Hybrid schedule will go into effect.

The right candidate will be able to review and then critically research and resolve the customers complaint. Complaints are coming into the bank from a variety of areas. Examples are Credit Card, Checking, Business or Consumer deposits, checking, etc. This could be an ATM, transaction in a branch, or at a retail store, etc.

Expectations are that this person will be managing 5 to 10 cases at any time. The first step is to thoroughly read the complaint and then investigate this compliant. There is A LOT of reading and independent work involved with this role. Once this initial research is completed, you will reach out to the customer via phone and let them know that you will be conducting an investigation. Each candidate can expect around 5 to 10 calls per day. Very low volume but professional conversations with customers about a complaint that needs to be addressed.

*This is not Black and White, we need people who are okay with working in the grey. Critical thinkers when it comes down to a resolution. Most importantly, were looking for a long term commitment from anyone that accepts this role.

Will be provided monitors to set up at home and will take a small mobile desktop device home for remote work. Must be able to speak to:

• Private location they'll be able to work in

• High speed internet capability, must be connected with ethernet cable. Not Wifi.

• Where they plan to safely set up and/or securely store the desktop unit

Skills

Customer service, financial services, Remediation, Customer service oriented, Customer support, Business continuity, Support, administrative support, engagement management, loan processing, loan origination, resolution skills, Ms office suite, Financial analysis, Project management, Service, Vulnerability, Research analysis, Problem management, Computer support, Phone support, Auto dialer, Telecommunication

Top Skills Details

• Customer service, financial services, banking

Additional Skills & Qualifications:

• HS Diploma

• 2+ years of experience with financial customer service

Preferred Skills

• 4+ years of customer contact within a Financial Services environment, Underwriting, Quality Assurance experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, or education.

Desired Skills

• Strong communication skills with the ability to de-escalate customers over the phone (expect 5+ high level 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.

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.