Phone Banker

Company: Banking Client

Job Title: Escalations Representative 3

Location: West Des Moines, IA (800 S Jordan Creek)

Pay Rate: $22- 23

Start Date: 5/10/2024

Training schedule: 8-5 M-F training schedule, At least the first 30 days are in office training. May take upwards of 6 weeks
Work schedule: 7:30-4:30 with an hour lunch is a typical shift, could adjust to 30 minute lunches and adjust their arrivals or departures accordingly. 1 week in office, 1 week from home

Interview process: 45 minute on site interview

Must have: 2 Years Financial Experience

In this contingent resource assignment, you may: Support Escalations; proactively provide feedback and present ideas for improving or implementing processes and tools with Escalations impact. Perform complex transactional or customer support tasks. Provide support on escalated questions. Interact with client personnel on a wide range of information. Required Qualifications: 4 years of Customer Service, Financial Services, Underwriting, or Quality Assurance support experience, or equivalent demonstrated through one or a combination of the following: work or consulting experience, training, military experience, education.

INTAKE

Qualified candidates are high caliber individuals who want to join the WF team and be capable of handling complaints that have been escalated. It’s also a research-based role. They’ll dig into cases, document, and use the system of record.

Underwriters and loan processors will be considered if they've established an ability to be customer facing.

Must understand the training schedule is fully in office. This team won't allow reps to work from home without establishing the ability to handle cases independently first, which could take upwards of 6 weeks, for some teams it's 60 days.

Top Skills
Ideally 4 years of experience with financial customer service. Haven't had much success with medical customer service.
Phone experience
Research background
Focus on customer satisfaction supporting a company’s product

Will work with:
Outlook
Word (to write letters)
Excel

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
- Where they plan to safely set up and/or securely store the desktop unit

Working in complaints department regarding escalated complaints for anything . Team reviews complaints and handles appropriately. Will talk to the customer, research complaint, resolve complaint, work with other business units within WF in the context of the complaint. May have to put complaint on hold and come back to it. Typical cases are 5 to 10 concurrently. Handling credit card, checking, business complaints. This RFP may handle mainly Deposits, likely within Checking. Work with a web based tool called Enterprise Complaints Management System.

If a complaint comes in, it will be handled by the intake team, will go into a work queue. Escalations reps will take control of complaints in progress, won't be doing initial discovery. Will see it through until it has reached the qualifications for completion.

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 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.

Dexian is a leading provider of staffing, IT, and workforce solutions with over 12,000 employees and 70 locations worldwide. As one of the largest IT staffing companies and the 2nd largest minority-owned staffing company in the U.S., Dexian was formed in 2023 through the merger of DISYS and Signature Consultants. Combining the best elements of its core companies, Dexian's platform connects talent, technology, and organizations to produce game-changing results that help everyone achieve their ambitions and goals.Dexian's brands include Dexian DISYS, Dexian Signature Consultants, Dexian Government Solutions, Dexian Talent Development and Dexian IT Solutions. Visit https://dexian.com/ to learn more.Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.

Job Type: Full-time

Pay: $22.50 - $23.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Physical setting:

• Call center

Schedule:

• Day shift
• Monday to Friday

Ability to Commute:

• West Des Moines, IA (Required)

Ability to Relocate:

• West Des Moines, IA: Relocate before starting work (Required)

Work Location: In person

Salary : $23 - $23