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)

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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.

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