Escalation Specialist

Seeking an Experienced Customer Service Representatives with experience in the financial or business service industry.

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

Experience Level

Intermediate Level

Must have 4+ years of experience in the financial or business sector.

Prior Experience with MS Office Suite, particularly with MS Word, Outlook, Excel and Teams.

Except for at least the first 30-60 days of training where they will be 100% in-office.

Training/Permanent Shift 8am-5pm Monday-Friday

Must be open to working in hybrid 1week in office; 1 week from home

Must have a quiet space to work in your home.

Great opportunity to work for one of the largest financial institutions in the US.

Start Date October 13, 2025