Senior Escalations Representative

2 days ago

Chandler AZ United States TEKsystems Full time

We are looking for an escalations professional for a large banking client. Ideal candidate will have experience in banking, strong critical thinking skills, customer service skills for clients. This specific area is handling complaints related to credit card, checking account and business escalated issues.

Job Duties:

• 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 complex administrative and customer support tasks.

• 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.

• 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 oversee day to day activities of the support Escalations team.

Qualifications:

  • 2-3+ years of financial services experience
  • Bachelors degree preferred but not required
  • Strong communication skills with the ability to de-escalate customers over the phone (expect 5+ high level escalation calls per day)
  • Ability to communicate effectively through writing and emails.
  • Ability to follow Policy + Procedures to execute tasks repetitively.
  • Pipeline and time management - work on different complaints in different statuses while meeting deadlines.
  • Tech Savvy - will toggle between various systems + screens and will also be working from home part of the time.

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

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