Job Summary
In this contingent resource assignment, you may: Support Escalations; proactively provide feedback and present ideas for improving or implementing processes and tools with Escalations impact. Perform complex transactional or customer support tasks. Provide support on escalated questions. Interact with client personnel on a wide range of information.
Required Qualifications: 3+ years of Customer Service, Financial Services, Underwriting, or Quality Assurance support experience, or equivalent demonstrated through one or a combination of the following: work or consulting experience, training, military experience, education.
- 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.
Required Skills
4+ years of customer contact within a Financial Services environment, Underwriting, Quality Assurance experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, or education.
Desired Skills
Strong communication skills with the ability to de-escalate customers over the phone (expect 5+ high level 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. It is essential that talent can set up their equipment and effectively navigate through technology.
Pay: $19.00 - $21.00 per hour
Work Location: Hybrid remote in West Des Moines, IA 50266
