Escalations Representative

• 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

2+ years of contact experience in a Financial Services environment, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

• Experience managing complaints and objections effectively and professionally
• Customer service focus with the ability to analyze, research, and respond to moderately complex customer or agency issues and complaints
• Strong organizational, multi-tasking, and prioritizing skill
• Excellent verbal, written, and interpersonal communication skills
• Strong analytical skills with high attention to detail and accuracy
• Experience delivering results in a fast-paced, deadline driven environment
• Ability to take initiative and work independently with minimal supervision in a structured environment
• Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important
• Solid conflict management and decision-making skills