Escalations Rep III

Position Details

ESCALATIONS REP III

NOTE: This position is 100% a Contract role and 100% onsite (contract will be approximately 1 year with possibility of extension so must be commutable to West Des Moines, IA. to be considered.

• Resolve Complex Client Issues – Independently manage and resolve escalated client complaints and inquiries regarding financial products and services, including high-level cases.

• Conduct Investigations – Proactively investigate customer issues, identify root causes, and determine effective courses of action.

• Provide Subject Matter Expertise – Serve as a resource for team members by interpreting procedures and offering guidance.

• Lead and Support Team Operations – Oversee daily activities of the Escalations team, provide direction, and help establish performance standards.

• Drive Process Improvement – Recommend and implement policy or process enhancements to improve efficiency and customer satisfaction.

• Manage Customer Communications – Handle 5–10 inbound and outbound customer calls daily, as well as written correspondence (templated and custom responses).

• Ensure Compliance & Risk Management – Review complaints for regulatory/non-regulatory issues, classify risks in the case management system, and ensure adherence to company standards.

• Negotiate and Mediate Resolutions – Act as intermediary in disputed matters, including negotiating settlements when required.

• Manage Case Pipeline – Oversee daily pipeline of cases, ensuring timely progress and closure.

Qualifications

• Financial Services Expertise (MUST HAVE) – 3–4 years of direct customer contact experience in financial services, with knowledge of banking operations and financial products.

• End-to-End Case Management – Skilled in managing customer interactions from inquiry through resolution, including research, documentation, and closure.

• Issue Resolution & De-escalation – Strong verbal communication with proven ability to de-escalate customer concerns, handling 5+ high-level calls daily.

• Analytical & Research Skills – Experienced in conducting in-depth research, identifying root causes, and delivering accurate solutions.

• Pipeline & Processing Experience – At least 1 year of processing combined with strong pipeline management and task prioritization skills.

• Written Communication – Excellent writing skills; able to create clear, professional correspondence independently and with templates.

• Policy & Compliance Adherence – Consistently follow policies and procedures to ensure compliance and accuracy.

• Technical Proficiency – Comfortable navigating multiple systems, applications, and tools; experienced in hybrid work setups.

• Organizational Strengths – Strong multi-tasking, prioritization, and case management abilities.

• Microsoft Office Suite – Proficient in Word and Excel.