This team provides a 30 day training and SER's are required to attend every day, to ensure knowledge is retained. Once metrics are being met consistently, the team is allowed to work a hybrid schedule: 1 week on-site and 1 week from home.
As a Senior Escalations Representative, responsibilities include verbal skills to de-escalate customers over the phone (expect 5 complex calls per day), while following policy & procedures to execute repetitive tasks. Must have the ability to manage time appropriately while working to meet deadlines and navigating thru various systems. Requests are received after initial processing has occurred from the intake team.
Job Description: • Support internal and external customers with inquiries and complaints regarding financial products and services. • Seek ways to determine appropriate course of action, complete research 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 to customer with both written and verbal communication • Interact with internal and external customers to resolve their issues. • Interact with the immediate team to oversee day to day activities