Escalations Representative


Strategic Staffing Solutions

Title: Escalations Representative 

Location:  Charlotte, NC

Duration:  6 Months

Type:  W-2 Contract

Industry: Financial/Banking

Required Qualifications,

  • 2+ years of contact experience in a Financial Services environment, or equivalent
  • Brokerage operations experience preferred
  • Customer service experience
  • Microsoft Products
  • Strong Verbal/ written communication skills 

Job/Role 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 moderately complex initiatives to resolve client issues and 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.
  • Receive direction from supervisors, and escalate non-routine client concerns to more experienced individuals.
  • Interact with internal and external customers to respond to the raised concerns, as well as determine appropriate course of action.
  • Serve as an intermediary between parties to resolve disputed matters, negotiates, and enact settlements accordingly.

Job ID: JOB-231618
Publish Date: 18 Oct 2023

Tagged as: Escalations Representative