Lead Escalations Representative

• Support less experienced Escalations team in interpreting and understanding complex policies as well as managing cross-group projects
• Research, respond to, and resolve escalated inquiries
• Perform or guide others on complex client inquiries and complaints that require planning, evaluation, and interpretation, as well as an understanding of financial services and customer support
• Prioritize work and provide daily work leadership and mentorship to the support team
• Lead or contribute to client issue resolutions that require coordination amongst various teams
• Provide guidance and subject matter expertise to immediate Escalations team on performing comprehensive review of customer complaints
• Consult project owners in case of high profile escalated case

6+ years of customer contact within a Financial Services environment, Underwriting, Quality Assurance experience, or equivalent through work experience, training, military experience, education

• Leadership experience including coaching, training, and mentoring
• Escalation experience
• Experience managing complaints and objections effectively and professionally
• Experience building partnerships and consulting effectively with leadership
• Ability to interact with integrity and a high level of professionalism with all levels of team members and management
• 6+ months of coaching experience
• Ability to research and resolve complex customer issues
• Experience with Customer Service System (CSS)
• Basic Microsoft Office skills
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information
• Excellent verbal, written, and interpersonal communication skills
• Strong attention to detail and accuracy skills
• Experience supporting a phone, email, online or digital contact center environment

• Robust benefits
• Competitive compensation
• Programs designed to help you find work-life balance and well-being