Position: Escalations Representative 2
Client: Banking 
Job duration: 12 Months (Possibilities of extension OR conversion to FTE)
Location: Roanoke, VA 

Pay range : $20 - $23 per hour 

(Hybrid- 1 Week Onsite/1 Week Remote after Training)

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)

• Job Description:
  In this role, you will:
  Support internal and external customers with inquiries and complaints regarding financial products and services.
• Perform moderately complex research to resolve client issues and review complaints for regulatory and non-regulatory flags, and classify risks appropriately in the 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 the appropriate course of action.
• Serve as an intermediary between parties to resolve disputed matters, negotiate, and enact settlements accordingly.
                                                                                
  Required
• 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.      
                                                                               
  Desired
• Excellent verbal, written, and interpersonal communication.
  1+ years’ experience in a Call Center environment in the Financial Services Industry.
  Strong organizational, multi-tasking, and prioritization