Support less experienced individuals in providing resolutions for client inquiries and complaints. Determine appropriate course of action and complete research to identify customer issues. Perform complex administrative and customer support tasks by managing daily schedules, and providing work direction to the team. Assist in setting performance standards, and recommend process, or policy improvements to enhance customer satisfaction. Provide subject matter expertise and interpretation of procedures to less experienced individuals. 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. • 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 levels. • 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.