Must Haves:
- At least 3 years of Complaint Resolution experience in Financial Services environment, will also consider Insurance industry experience (customer service).
- Financial services (banking, mortgage, brokerage) or insurance industry experience.
- Professional communication skills
Job Title:Senior Escalations Rep 3
# of openings: 5-10
BH ID: 968741
Pay Rate: $26
Location: 3201 North 4th Ave, 1st floor, Sioux Falls, SD 57104
Interview: managers will begin interviewing starting 6/26, either In Person or Virtual Interviews
Hours: Mon-Fri, 8a - 4:30p
Hybrid schedule: 8 weeks of onsite training, most likely onsite but there is a chance it could move to a hybrid schedule (cannot miss any time during training)
Start Date: 8/4/2025 (tentative start date)
Contract: 12 month contract, possible perm conversion but no guarantees
Hiring Manager: several managers
Required Qualifications:
- 3+ years of Complaint Resolution experience in a Financial Services environment, will also consider Insurance industry experience (customer service).
- 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 and 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.
- MUST HAVE: Empathy - ability/experience with assisting upset customers that have a situation that want resolved immediately. Also need "thick skin" since some customers might take out anger on representative.
- MUST HAVE: Listening skills
- Positive outlook/personality
- Strong organizational skills
- Flexible, used to change
- Ability to succeed in a fast paced work environment
- Strong business acumen
Job Description:
- 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.
