Escalations Representative

Job description

Escalations Representative **In this role, you will:** - 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 moderately complex initiatives to resolve client issues and 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 - Receive direction from supervisors, and escalate non-routine client concerns to more experienced individuals - Interact with internal and external customers to respond to the raised concerns, as well as determine appropriate course of action - Serve as an intermediary between parties to resolve disputed matters, negotiates, and enact settlements accordingly **Required Qualifications:** - 1+ year of customer contact experience in a Financial Services support environment, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education **Desired Qualifications:** - Excellent verbal, written, and interpersonal communication skills. - Intermediate Microsoft Office Suite skills - 1+ years’ experience in Customer Contact Center environment supporting phone, email and/or online/digital customer inquiries. - Strong organizational, multi-tasking, and prioritizing skills - Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving moderately complex customer issues. - Ability to research and effectively resolve customer escalated issues. - General knowledge and understanding of consumer credit card products, policies, and procedures. - Good analytical skills with high attention to detail and accuracy - Ability to navigate multiple computer systems, applications, and utilize search tools to find information. - Ability to interact with integrity and a high level of professionalism with all levels of team members and management. - Technical Skills: CLP, CIV, CSS, BCS, and/or Enterprise Customer Impact Platform (ECIP