Escalations Specialist

Customer Complaint Resolution Specialist (Hybrid)

Start: 9/28

Pay: $25.00/Hr

Location: Shoreview, MN. Hybrid remote. 1 week onsite, 1 week remote rotation

Schedule: Monday-Friday, 8:00 AM - 5:00 PM

Contract Length: 7-12 Months (Potential for Extension and Long-Term Opportunities)

About the Opportunity

We are seeking experienced customer service professionals to join a team focused on handling escalated customer complaints within a financial services environment. This role serves as a Single Point of Contact (SPOC) for customers throughout the complaint resolution process, ensuring clear communication, timely follow-up, and a positive customer experience.

This position is ideal for candidates who excel in customer communication, de-escalation, and managing multiple cases while maintaining compliance with established policies and procedures.

Key Responsibilities

• Serve as the primary point of contact for customers with active complaint cases.
• Conduct outbound and inbound customer communications throughout the complaint lifecycle.
• Gather information, provide case status updates, and communicate resolution decisions.
• Document customer interactions and case activity within a case management system.
• Review customer concerns and accurately classify complaint information.
• Support customers with inquiries related to financial products and services.
• Manage multiple complaint cases simultaneously while meeting established deadlines.
• Follow policies, procedures, and regulatory requirements to ensure compliance.
• Collaborate with internal teams to support complaint resolution efforts.
• Handle escalated customer interactions professionally and effectively.

Required Qualifications

• 4+ years of customer-facing experience within a financial services environment.
• Experience in one or more of the following areas:
• Senior Customer Service
• Underwriting
• Loan Processing
• Mortgage Processing
• Research
• Quality Assurance
• Similar financial services roles
• Strong verbal and written communication skills.
• Ability to de-escalate challenging customer situations over the phone.
• Strong organizational, time management, and multitasking abilities.
• Experience working within multiple systems and applications simultaneously.
• Proficiency with Microsoft Office Suite, including:
• Outlook
• Word
• Excel
• Teams

Preferred Qualifications

• Technical support experience.
• Troubleshooting skills.
• Operations experience.
• Experience managing escalated customer concerns.

Work Environment

• Initial training will be conducted onsite for approximately 30-60 days.
• Hybrid schedule following training:
• One week onsite
• One week remote
• Candidates must have:
• High-speed internet access
• Ability to connect via Ethernet cable
• Quiet, professional workspace
• Secure location for company equipment

Ideal Candidate

• Experienced in handling escalated customer interactions.
• Comfortable making and receiving customer calls throughout the day.
• Able to communicate complex information clearly and professionally.
• Detail-oriented and process-driven.
• Tech-savvy and adaptable to new systems.
• Thrives in a fast-paced environment while maintaining accuracy and professionalism.

What Makes This Opportunity Unique?

• Gain experience supporting high-level customer complaint resolution processes.
• Work within a respected financial services organization.
• Opportunity for contract extension based on business needs and performance.
• Potential pathway to future long-term career opportunities for top performers.