Escalations Representative

• Seek ways to determine appropriate course of action and conduct investigative steps
• Process complex transactions online
• Perform moderately complex initiatives to resolve client issues
• Review complaints for regulatory and non-regulatory flags
• Classify risks appropriately in case management system
• Interact with internal and external customers to respond to concerns
• Handle escalated customer inquiries via email, letters, and/or phone
• Investigate and resolve complex issues by collaborating with internal departments
• Document case details thoroughly and accurately
• Identify trends in escalations and provide feedback to improve processes

• 2+ years of contact experience in a Financial Services environment
• Experience managing complaints and objections effectively and professionally
• Customer service focus with ability to analyze, research, and respond to moderately complex customer or agency issues
• Strong organizational, multi-tasking, and prioritizing skills
• Excellent verbal, written, and interpersonal communication skills
• Experience delivering results in a fast-paced, deadline driven environment
• Ability to take initiative and work independently with minimal supervision
• Ability to work effectively in a team environment
• Solid conflict management and decision-making skills
• Experience handling financial claims including investigation and resolution of complex cases
• Background in consumer banking with understanding of banking products and services
• Proven expertise in identifying and mitigating financial fraud
• Strong analytical and problem-solving skills with attention to detail
• Ability to navigate sensitive customer situations with professionalism and discretion

Self-starter with excellent organizational skills and ability to manage multiple priorities independently

• Equal opportunity employment
• Disability accommodation available
• Drug-free workplace