Escalation Specialist

Job Summary

To support a hybrid work environment, the part-time Escalation Specialist will manage escalated customer inquiries related to financial products, provide feedback for process improvements, and perform complex transactional tasks.

Key responsibilities

• Support internal and external customers with inquiries and complaints regarding financial services
• Conduct investigative steps to identify issues and process complex transactions online
• Review complaints for regulatory flags and classify risks in the case management system

Required qualifications

• 3+ years of experience in Customer Service, Financial Services, Underwriting, or Quality Assurance
• Proven ability to handle escalated customer complaints independently
• Experience interacting with clients to resolve complex issues
• Strong familiarity with compliance standards in customer support
• Ability to manage multiple complaints and meet deadlines effectively