Senior Escalations Manager

4 days ago


West Des Moines, Iowa, United States Randstad Full time
Job Summary

Randstad is seeking a highly skilled Senior Escalations Representative to join our team. As a Senior Escalations Representative, you will be responsible for resolving complex customer complaints in a timely and professional manner.

Key Responsibilities
  • Escalation Management: Receive and review customer complaints, conduct research and investigation, and work within the case management system to ensure customer issues are addressed while maintaining compliance with internal company requirements, policies, and standards.
  • Customer Communication: Communicate with customers via phone and in writing to provide resolution to their issues.
  • Case Management: Work through a pipeline of cases (existing and new cases daily) until they are closed.
  • Collaboration: Interact with internal and external customers to obtain additional information and provide resolution to their issues.
Requirements
  • Experience: 3 years of experience in a customer-facing role within the financial services field.
  • Skills: Financial Services, Underwriting, Quality Assurance, Pipeline Management, Time Management, Banking Operations, Research, Compliance, and Customer Relations.
About Randstad

Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company.



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