1. Customer Issue Resolution: Respond to and resolve complex customer complaints and inquiries via phone, email, and written correspondence.2. Investigation and Research: Conduct investigative steps to identify root causes of customer issues, analyzing data and documents to determine appropriate course of action.3. Team Support and Guidance: Provide expertise and guidance to less experienced team members, assisting with complex issues and sharing knowledge.4. Pipeline Management: Manage a pipeline of complaints, prioritizing and resolving issues in a timely manner.5. Regulatory Compliance: Ensure adherence to regulatory requirements, company policies, and procedures.6. Communication and Documentation: Communicate effectively with internal and external stakeholders, documenting all interactions and resolutions.7. Process Improvement: Identify opportunities for process improvements, recommending changes to enhance customer satisfaction.8. Quality and Risk Management: Review complaints for regulatory and non-regulatory flags, classifying risks and ensuring compliance.9. Collaboration: Interact with internal departments (e.g., operations, underwriting) to resolve customer issues.10. Performance Metrics: Meet or exceed performance objectives, including 10-day Service Level Agreement (SLA) and quality/risk targets.
4-7 years
1. Financial Services Experience: 4+ years of experience in banking, finance, or a related field.2. Research-Based Experience: Underwriting, quality assurance, or similar research-based roles.3. Customer Service Expertise: Proven track record of resolving complex customer complaints.4. Analytical and Problem-Solving Skills: Ability to analyze data, identify root causes, and develop solutions.5. Effective Communication: Strong verbal and written communication skills, with ability to de-escalate customers.6. Technical Proficiency: Familiarity with financial services software and systems.7. Time Management and Organization: Ability to manage multiple priorities, meet deadlines, and maintain a organized pipeline.8. Leadership and Mentoring: Experience guiding and supporting team members.9. Process Improvement: Knowledge of process improvement methodologies and ability to recommend changes.10. Microsoft Office: Proficiency in Microsoft Word, Excel, and other Office applications.
Technical Skills:1. Proficiency in Microsoft Office (Word, Excel)2. Experience with financial services software and systems3. Ability to navigate multiple computer systems and applicationsCustomer Service Skills:1. Excellent verbal and written communication skills2. Ability to de-escalate customers and resolve complex complaints3. Strong customer service and relations skillsAnalytical and Problem-Solving Skills:1. Analytical thinking and problem-solving abilities2. Ability to research and investigate customer issues3. Strong attention to detail and accuracyBusiness Acumen:1. Knowledge of financial services industry and regulations2. Understanding of banking products and services3. Familiarity with regulatory requirements (e.g., consumer protection laws)Operational Skills:1. Ability to manage multiple priorities and deadlines2. Strong organizational and time management skills3. Experience working in a fast-paced environmentEducation and Experience:1. High school diploma or equivalent required2. 3-4+ years of customer contact experience in Financial Services3. 1+ year of processing experienceOther Requirements:1. Ability to work in a hybrid environment (1 week in-office, 1 week remote)2. Willingness to take inbound and make outbound customer calls3. Strong teamwork and collaboration skills
High School
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