Job Description
MOVING FAST!!! CALL LEWIS ASAP ( TAKING THE ONES WHO CALL FIRST) 972-365-9547
ALL INTERVIEWS WILL BE THIS COMING TUESDAY ( TEAMS/ZOOM)
-
Must Haves:
- At least 3 years of Complaint Resolution experience in Financial Services environment, will also consider Insurance industry experience (customer service/claims).
- Financial services (banking, mortgage, brokerage) or insurance industry experience.
- Professional communication skills
Job Title: Senior Escalations Rep 3
# of openings: 20
Pay Rate: $26
Location: Wiseman Blvd, San Antonio, TX 78251
Interview: MS Teams - Virtual Video Interviews
Hours : Mon-Fri, 8a – 4:30p
Hybrid schedule : 6 weeks of onsite training, after training will move to hybrid schedule of 5 days onsite/5 days remote
CANNOT MISS ANY TIME DURING TRAINING
St-art Date: 10/13/2025
Contract: 12 month contract
Hiring Manager: several managers
Required Qualifications:
- 3+ years of Complaint Resolution experience in a Financial Services environment, will also consider Insurance industry experience (customer service).
- Strong communication skills with the ability to de-escalate customers over the phone (expect 5+ high level calls per day)
- Ability to communicate effectively through writing and emails
- Ability to follow policy and procedures to execute tasks repetitively
- Pipeline and time management – work on different complaints in different statuses while meeting deadlines
- Tech Savvy – will toggle between various systems + screens and will also be working from home part of the time. It is essential that talent can set up their equipment and effectively navigate through technology.
- MUST HAVE: Empathy – ability/experience with assisting upset customers that have a situation that want resolved immediately. Also need “thick skin” since some customers might take out anger on representative.
- MUST HAVE: Listening skills
- Positive outlook/personality
- Strong organizational skills
- Flexible, used to change
- Ability to succeed in a fast paced work environment
- Strong business acumen
Job Description:
· Support internal and external customers with inquiries and complaints regarding financial products and services.
· Seek ways to determine appropriate course of action, conduct investigative steps to identify the issues, and process complex transactions online.
· Perform complex administrative and customer support tasks
· Review complaints for regulatory and non-regulatory flags and classify risks appropriately in case management system to ensure customer issues are addressed while maintaining compliance with internal company requirements and standards.
· Respond independently to complaints escalated at the highest levels.
· Interact with internal and external customers to resolve their issues.
· Interact with the immediate escalations team to oversee day to day activities of the support Escalations Team.
Job Tags
Contract work, Part time, Immediate start, Remote work, Flexible hours,