Job Details:

• Title: Escalations Representative
• Location: Phoenix, AZ
• Duration: 12 months of contract | (Based upon performance, could be possibility of extension or hire)   
• Shift: Any 5 WD in a week from Mon to Sun | Any 8 hours between 8 AM to 12 AM
• Pay: $20/hour to $23/hour  
• Benefits:  
  The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, long-term disability insurance, short-term disability insurance, paid parking/public transportation, (paid time , paid sick and safe time , hours of paid vacation time, weeks of paid parental leave, paid holidays annually - AS Applicable) 

About Role:

• Support internal and external customers with inquiries and complaints regarding financial products and services.
• Seek ways to determine appropriate courses of action, conduct investigative steps to identify the issues, and process complex transactions online
• Perform moderately complex research 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 concerns raised, as well as determine appropriate course of action.
• Serve as an intermediary between parties to resolve disputed matters, negotiate, and enact settlements accordingly.                                                                              

• 2+ years of contact experience in a Financial Services environment, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving moderately complex customer issues.
• Ability to research and effectively resolve customer escalated issues.
• General knowledge and understanding of consumer credit card products, policies, and procedures.
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information.
• Ability to interact with integrity and a high level of professionalism with all levels of team members and management.