salary: $27 - $27.82 per hour
shift: First
work hours: 8 AM - 5 AM
education: No Degree Required
Responsibilities
- Resolve Complex Client Issues: Independently manage and resolve escalated client complaints and inquiries regarding financial products and services, including those at the highest levels.
- Conduct Thorough Investigations: Proactively investigate customer issues, identify root causes, and determine appropriate courses of action to ensure effective resolution.
- Provide Subject Matter Expertise: Serve as a subject matter expert, offering guidance and interpreting procedures for less experienced team members.
- Lead and Support Team Operations: Oversee daily activities of the support Escalations team, provide work direction, and contribute to setting performance standards.
- Drive Process Improvement: Recommend and implement process or policy enhancements to improve customer satisfaction and operational efficiency.
- Manage Customer Communications: Handle a mix of inbound and outbound customer calls (approximately 5-10 daily), and manage written correspondence, including both templated and free-form responses.
- Ensure Compliance and Risk Management: Review complaints for regulatory and non-regulatory flags, accurately classify risks in the case management system, and ensure adherence to internal company standards.
- Negotiate and Mediate Resolutions: Act as an intermediary to resolve disputed matters and negotiate settlements when necessary.
- Manage Case Pipeline: Efficiently manage a daily pipeline of new and existing cases, ensuring timely completion and closure.
Skills
Qualifications
Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad.
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).
This posting is open for thirty (30) days.
