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

1+ year of customer contact experience in a Financial Services support environment, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

• Excellent verbal, written, and interpersonal communication skills
• Intermediate Microsoft Office Suite skills
• 1+ years' experience in fast paced Call Center environment
• Strong organizational, multi-tasking, and prioritization skills
• Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving moderately complex customer issues
• Ability to research and effectively resolve customer escalated issues
• General knowledge and understanding of consumer credit card products, policies, and procedures
• Good analytical skills with high attention to detail and accuracy
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information
• Ability to interact with integrity and a high level of professionalism with all levels of team members and management
• Technical Skills: CIV, CSS, and/or BCS