Hybrid Escalations Representative

• 12+ month contract & eligibility go permanent after
• Hybrid role after training
• 2+ years of experience in financial customer service required
• 2+ years of customer contact in a financial service environment required
• Financial services, underwriting, quality assurance, etc.
• Desired skills
  • Strong communication skills
  • Ability to de-escalate customers over the phone
  • Ability to communicate effectively through writing and emails
  • Ability to follow Policy & Procedures to execute tasks repetitively
  • Pipeline & time management - working on different complaints in different statuses while meeting deadlines
  • Tech Savvy - toggling between various systems & screens and doing remote partially
• 8:00 AM - 5:00 PM, Monday - Friday
• $25 per hour

Description:

• Review and then critically research and resolve the customers complaint
• Complaints are coming into the bank from a variety of areas
• Examples are Credit Card, Checking, Business or Consumer deposits, checking, etc.
• This could be an ATM, transaction in a branch, or at a retail store, etc.

• Expectations of managing 5 to 10 cases at any time
• The first step is to thoroughly read the complaint and then investigate this compliant
• Plenty of reading and independent work involved with this role
• Once this initial research is completed, you will reach out to the customer via phone and let them know that you will be conducting an investigation
• Expect five to ten calls per day
• Low volume but professional conversations with customers about a complaint that needs to be addressed
• Critical thinkers when it comes down to a resolution - Most importantly, were looking for a long term commitment from anyone that accepts this role

• Will be provided monitors to set up at home and will take a small mobile desktop device home for remote work. Must be able to speak to:

- Private location they'll be able to work in
- High speed internet capability, must be connected with ethernet cable
- Where they plan to safely set up and/or securely store the desktop unit

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.