Escalations Representative

Job Summary

Supporting internal and external customers, the full-time Escalations Representative will manage inquiries and complaints regarding financial products and services, conduct investigations, and resolve client issues while ensuring compliance with company standards, with a work schedule that includes both on-campus and remote work after training.

Key responsibilities

• Support customers with inquiries and complaints related to financial products
• Conduct investigative steps to identify issues and process complex transactions
• Classify risks in the case management system and escalate non-routine client concerns as needed

Required qualifications

• 1+ year of customer contact experience in a Financial Services support environment
• Ability to research and effectively resolve escalated customer issues
• General knowledge of consumer credit card products, policies, and procedures
• Experience in a fast-paced Call Center environment
• Technical skills in CIV, CSS, and/or BCS