Randstad is seeking resolution specialist for a large bank in Shoreview!
These roles are within the Enterprise Complaint Management Office handling disputes concerning Small Business Lending accounts. High level role providing white glove service to the most sensitive complaints.
Responsible for supporting complaint resolution cases working customer escalated complaints for Small Business Credit Products - unsecured and real estate loans
Responsible for responding to and/or researching and resolving escalated, high dollar, or high profile inquiries and complaints requiring special handling and that may have been forwarded by the management committee members, agencies, and/or business chain of command.
Will also be printing out and mailing letters to customers - may execute resolution via phone or in writing
Required to take calls for the 800 number for 1 hr/day. Could be regarding a new complaint or a customer following calling to speak to their case owner for updates. (1-2 calls roughly within this window)
Complaints received when a front line office at WF files a complaint. Filters from complaint system (ECMP) into a queue where cases are then assigned out to agents
Functions evaluated may cover one or more of the following areas: underwriting, regulatory compliance, fraud, fair lending, and servicing.
Customers/cases that end up making it to these agents have already had an interaction at the bank level and are not satisfied with resolution
Working hours: 8:00 AM - 5:00 PM
Polished, professional individuals that can provide white glove service to resolve customer related escalations
No Degree Required
2-3 YRS + TOP NOTCH CUSTOMER SERVICE CANDIDATES WITH TENURE (financial industry is beneficial but not required)
Talent must also possess strong analytical skills, investigative skills, high level escalation & resolution, etc
How to Apply: Please send your resume to email@example.com Subject "MN Resolutions"
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