Senior Escalations Representative

• Support less experienced individuals in providing resolutions for client inquiries and complaints
• Determine appropriate course of action and conduct investigative steps to fully identify customer issues
• Perform complex administrative and customer support tasks by managing daily schedules, and providing work direction to the team
• Assist in setting performance standards, and recommend process or policy improvements to enhance customer satisfaction
• Provide subject matter expertise and interpretation of procedures to less experienced individuals
• Respond independently to complaints escalated at the highest level
• Interact with internal and external customers to resolve their issues
• Interact with the immediate Escalations team to supervise day to day activities of the support Escalations team
• Research, resolve, and respond to complex customer inquiries and complaints based on the needs of the business
• Research, resolve, and respond to escalated inquiries and complaints
• Address and escalate, as appropriate, internal and external servicing and operational issues identified through escalation research
• Communicates with key stakeholders to ensure resolution/negotiation of sensitive and/or time critical matters

• 4+ years of customer contact within a Financial Services environment, Underwriting, Quality Assurance experience, or equivalent demonstrated through work experience, training, military experience, education
• Excellent verbal, written, and interpersonal communication skills
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information
• Previous experience using ECMP, CIV, and SVP applications
• Intermediate to advanced Excel skills as well as other Microsoft based systems or platforms
• Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
• Experience working Consumer Deposit Accounts
• Demonstrated Customer Experience, Customer Service, and/or Operations experience with either digital self-service or call center customer servicing
• Excellent analytical and research skills, with high attention to detail and accuracy
• Experienced in time management including organizing, prioritizing and completing multiple tasks in a high-volume environment and within critical time frames
• Experience working with external business partners/vendors

Interact with integrity and a high level of professionalism

Robust benefits, competitive compensation, programs designed to help find work-life balance and well-being, rewarded for investing in community, celebrated for being authentic self, empowered to grow