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

• 1+ years Wire Investigations Experience
• 1+ years Funds Transfer Experience
• Mainframe applications: HOGAN/SVP, PEGA.
• Self-motivated with a high level of initiative and accountability
• Excellent verbal, written, and interpersonal communication skills
• Experience within a high volume, fast paced and constantly changing environment
• Ability to understand client concerns, questions and problems pertaining to USD Wire Transfer transactions
• Ability to work in team focused environment, while also working independently to achieve daily standards
• Identify trends and provide alternative solutions
• Ability to achieve high production and quality standards
• Ability to navigate multiple computer system windows, applications, and utilize search tools to find information