Escalations Representative

Escalations Representative

In this role, you will:

• 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 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

• Interact with internal and external customers to respond to the raised concerns, as well as determine appropriate course of action

• Serve as an intermediary between parties to resolve disputed matters, negotiates, and enact settlements accordingly

Required Qualifications:

• 1+ year of customer contact experience in a Financial Services support environment, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• Excellent verbal, written, and interpersonal communication skills.

• Intermediate Microsoft Office Suite skills

• 1+ years’ experience in Customer Contact Center environment supporting phone, email and/or online/digital customer inquiries.

• Strong organizational, multi-tasking, and prioritizing skills

• Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving moderately complex customer issues.

• Ability to research and effectively resolve customer escalated issues.

• General knowledge and understanding of consumer credit card products, policies, and procedures.

• Good analytical skills with high attention to detail and accuracy

• Ability to navigate multiple computer systems, applications, and utilize search tools to find information.

• Ability to interact with integrity and a high level of professionalism with all levels of team members and management.

• Technical Skills: CLP, CIV, CSS, BCS, and/or Enterprise Customer Impact Platform (ECIP