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

• Knowledge and understanding of wire or FX investigations
• 1+ year of wire payments or transfers experience
• experience with Dodd-Frank regulations
• foreign currency experience
• ability to understand client concerns, questions and problems pertaining to USD Wire Transfer transactions
• knowledge and/or experience with systems: HOGAN, IntelliTracs, PEGA, and SVP
• ability to work in team-focused environment, while also working independently to achieve daily standards
• experience identifying trends and provide alternative solutions
• ability to achieve high production and quality standards
• ability to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment
• ability to navigate multiple computer system windows, applications, and utilize search tools to find information
• intermediate Microsoft Office (Outlook, Excel, Word, PowerPoint, LiveMeeting and SharePoint) skills

• Equal opportunity employer
• accommodations for applicants with disabilities
• drug-free workplace