Hybrid Senior Escalations Representative NOT FULLY REMOTE

Must have Qualifications to apply for Senior Escalations Representative:• 4+ years of customer contact within a Financial Services environment within one of the following types of roles:: Senior Customer Service, Underwriting, Loan/Mortgage Processing, Research, Quality Assurance or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, or education.• Strong communication skills with the ability to de-escalate customers over the phone (expect 5+ high level escalation 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.• Ability to adhere to schedule without accommodations.• Ability to train 100% onsite for the first 30 days Monday-Friday 8am-5pmIn-order for candidates to work the hybrid schedule, they must have the following available at home:- Must have access to high-speed internet and must be able to connect to internet via Ethernet Cable- Must have a quiet and private location to work- Must have a safe and secure place to store desktop at home.Work Environment:• Hours: Training is 8:00am-5:00pm Monday -Friday• After training: 7:30-4:30 with an hour lunch is a typical shift, could adjust to 30 minute lunches• Hybrid Schedule - Except the first 30 days of training where you will be 100% in-office.• Hybrid Schedule is 1 week in-office/1 week at-home if you meet the hybrid requirements.• 12 month contractDescription:Team members will be working in complaints department regarding escalated complaints for anything within the bank. A complaint will come in to this area and it will initially be handled by a separate intake team who will then do the initial discovery and information collection for the complaint to go into a work queue. These team members will then take control of complaints in progress and will see it through until it has reached the qualifications for completion. This specific area is handling complaints related to credit card, checking account and business complaints.Typical Day:Team member reviews complaints and handles appropriately. Will talk to the customer, research complaint, resolve complaint, work with other business units within the company in the context of the complaint. May have to put a complaint on hold and come back to it if there is information missing or if they are waiting on a response from a customer or internal team member. Typical caseload is 5 to 10 at one time. Works with 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 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.Disqualifiers:- jumpy call center resumes- medical customer service- no professional office experienceExperience Level:Intermediate LevelAbout 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.