Escalations Specialist

  • location: Saint Paul, MN
  • type: Temp to Perm
  • salary: $23.56 per hour
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job description

Escalations Specialist

Randstad is seeking resolution specialist for a large bank in Shoreview!

Responsibilities:
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

Skills:
Polished, professional individuals that can provide white glove service to resolve customer related escalations

Education:
No Degree Required

Experience:
Experienced

Qualifications:
2-3 YRS + TOP NOTCH CUSTOMER SERVICE

Talent must also possess strong analytical skills, investigative skills, high level escalation & resolution, etc


How to Apply: Please send your resume to kyle.hemphill@randstadusa.com Subject "MN Resolutions"

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. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Sexual Orientation, Gender Identity, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.
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