Easter Seals Jobs

Senior Escalation Representative

Hybrid, West Des Moines, IA

Skills

• Superior Customer Service

• Escalated Complaint Handling

• MS Office

• Computer Navigation

• Familiarity with Financial Institutions

Description

Work for a financial services company to support a growing team. This position will be working in the complaints department regarding escalated issues relating to banking and financial services.

Complaints will come into this area and will initially be handled by the intake team, who will then collect information and document within the queue.

Team members will then collaborate, take control of complaints, and resolve issues.

This team will handle complaints related to credit card, checking accounts and business issues.

Day-to-Day

• Reviews complaints and handles appropriately.

• Will talk to the customer, research and resolve complaints

• Work with other business units within the company for appropriate resolution.

• At times, you will have to put a complaint on hold and come back to it if there is information missing or requiring customer action.

• Typical case load is 5 to 10 at one time.

• Work is completed within a web-based tool to document, track and resolve complaints.

Job Description

• Support internal and external customers with inquiries and complaints regarding financial products and services.

• Seek ways to determine appropriate courses 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.

• Will toggle between various systems + screens and will also be working from home part of the time.

Start Date & Interviews

• 11/4/2024

• Interviews are in-person and face to face

• Background Check Required

• Fingerprints required

• I9 Documents Required

  *Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms.  If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision

• Critical Illness, Accident, and Hospital

• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available

• Life Insurance (Voluntary Life & AD&D for the employee and dependents)

• Short and long-term disability

• Health Spending Account (HSA)

• Transportation benefits

• Employee Assistance Program

• Time Off/Leave (PTO, Vacation or Sick Leave)

  About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.