Senior Escalations Representative
2 days ago
We are seeking a highly skilled and experienced Senior Escalations Representative to join our team at TEKsystems. As a key member of our Escalations team, you will be responsible for handling complex customer complaints and resolving issues in a timely and professional manner.
Key Responsibilities- 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.
- Strong communication skills with the ability to de-escalate customers over the phone.
- 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.
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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