Customer Service Representative

Job Title: Escalations Representative 3

Duration: 18 months contract with possible extensions

Location: West Des Moines IA 50266

Mon – Fri 8 hours / Hybrid- 3 days in office

Pay Range: USD 23.00 – 26.00 Per hr.

Job Description:

Training: 100% on-site / 6 Weeks / No Absences

Hours: Mon. – Fri., 8a – 5p (1 hour lunch, (2) 15 min breaks) with some flexibility (i.e. 30 min lunch)

Hybrid: 1 week in office, 1 week remote

12 Month contract will be extended to 24 Months with FTE opportunity during the 2nd 12 Months

Job Description:

Support less experienced individuals in providing resolutions for client inquiries and complaints. Determine appropriate course of action and conduct investigative steps to fully 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. Required Qualifications: 4 years of customer contact within a Financial Services environment, Underwriting, Quality Assurance experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, or education.

• 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 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.

Required Skills

4 years of customer contact within a Financial Services environment, Underwriting, Quality Assurance experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, or education.

Desired Skills

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 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.

Thanks & Regards,