Escalations Associate

• Research and resolve escalated inquiries and complaints including review of in process, closed, or cancelled single loan or credit exceptions, applications, claims, files or online transactions
• Determine appropriate course of action by conducting investigative steps to identify the issues, research product information, and process complex or corrective transactions online
• Review escalated inquiries and complaints that require special handling, process complex or corrective transactions online, and ensure resolution or negotiation of sensitive and time critical matters
• Receive direction from supervisors and exercise judgment within defined parameters while developing understanding of investigative steps to identify and resolve issues, terms, conditions, and contracts to ensure the process and documentation are in compliance with internal company requirements, insurer guidelines, investor requirements or government regulations
• Provide information to the management committee members, agencies, or business leaders related to the escalated inquiries and complaints

6+ months of Customer Contact within a Financial Services Environment, Financial Services Operations, Underwriting, and Quality Assurance experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

• Credit Card and or Retail Services experience
• Strong analytical skills with high attention to detail and accuracy
• Excellent verbal, written, and interpersonal communication skills
• Experience working executive office complaints
• Experience with Servicemembers Civil Relief Act/Military Lending Act, Bank Secrecy Act/Anti Money Laundering, Bankruptcy, or ADCON

robust benefits, competitive compensation, programs designed to help you find work-life balance and well-being, rewarded for investing in your community