Shire Jobs

Mobile Shire Logo

Job Information

Aston Carter Escalations Representative in Sioux Falls, South Dakota

Description:

Conducting research on Wells Fargo complaints regarding bank accounts

Will be performing an investigation on a customer complaint and identifying issues. I

Will work with internal players to get resolution for customer complaint

Expected to ID trends, provide feedback and report back to party submitting complaint.

Will also perform risk mitigation by identifying key information and meeting internal and Government Regulated key guidelines.

Typical Day:

These team members will be tasked with resolving "cases" with customers. A case is created anytime a customer speaks with a team member from another department in the company (in this case a banking product like debit or checking account) and the communication ends up with an escalated complaint. This job WILL require team members to speak with customers on the phone about their complaints. We need people with experience handling phone calls and who are comfortable with this. Team Members would be speaking with 3-10 customers per day depending on the workload.

Resolving cases requires some research, internal/external follow ups, phone calls and letter writing. This will not be a typical processing/research/customer service role where most files are black/white. While there will be some repetitive case-types, most cases will vary from one another and the process in which they are completed could change throughout time.

Phone Calls:

Candidate must be prepared to speak with customers who already have a complaint with the bank. Some of these calls will be difficult. They will call about 5 customers a day depending on work load

Could be 5-30 minutes depending on what is going on with customer (generally its about 10-15 minutes)

Corporate 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 moderately complex initiatives 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 raised concerns, as well as determine appropriate course of action.

Serve as an intermediary between parties to resolve disputed matters, negotiates, and enact settlements accordingly.

Skills:

Financial Services, Finance, Banking, Customer Service, Remediation, Client Relations, Banking Cash Management, Banking Customer Service, Microsoft office, Retention calls, ms word

Top Skills Details:

Financial Services,Finance,Banking,Customer Service,Remediation,Wells Fargo,Client Relations,Banking Cash Management,Banking Customer Service

Additional Skills & Qualifications:

Ability to complete work independtly with minimal supervision at times

Ability to research, take notes, and document complaints

Strong written and verbal communication

Strong communication skills with the ability to de-escalate customers over the phone (expect 5+ high level calls per day)

Microsoft Products – MS Word

Consumer banking experience

Direct customer service experience

Experience Level:

Intermediate Leve

About Aston Carter:

Please Note: Scammers are posing as Aston Carter. We'll never contact you via Gmail, Telegram, or WhatsApp and we'll never solicit money from you.

At Aston Carter, we’re dedicated to expanding career opportunities for the skilled professionals who power our business. Our success is driven by the talented, motivated people who join our team across a range of positions – from recruiting, sales and delivery to corporate roles. As part of our team, employees have the opportunity for long-term career success, where hard work is rewarded and the potential for growth is limitless.

Established in 1997, Aston Carter is a leading staffing and consulting firm, providing high-caliber talent and premium services to more than 7,000 companies across North America. Spanning four continents and more than 200 offices, we extend our clients’ capabilities by seeking solvers and delivering solutions to address today’s workforce challenges. For organizations looking for innovative solutions shaped by critical-thinking professionals, visit AstonCarter.com. Aston Carter is a company within Allegis Group, a global leader in talent solutions.

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.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call 888-237-6835 or email astoncarteraccommodation@astoncarter.com (%20astoncarteraccommodation@astoncarter.com) for other accommodation options. However, if you have questions about this position, please contact the Recruiter located at the bottom of the job posting. The Recruiter is the sole point of contact for questions about this position.

DirectEmployers