Escalations Rep 3

Randstad is looking for Escalations Representatives 3 in Phoenix, AZ. 

Key Responsibilities

• Resolve complex, escalated client complaints and negotiate fair settlements.

• Investigate root causes, review regulatory flags, and accurately document pipeline cases.

• Handle 5–10 high-level calls daily, using phone de-escalation skills.

Qualifications

• 3–4+ years in financial services with direct client contact & banking ops knowledge.

• 1+ year in processing and end-to-end pipeline/case management.

• Analytical, de-escalation, and written communication skills.

• Tech-savvy; proficient in MS Word, Excel, and navigating multi-system environments.

salary: $27 - $27.82 per hour
shift: First
work hours: 8 AM - 5 PM
education: Bachelors

Responsibilities

• Resolve Complex Client Issues: Independently manage and resolve escalated client complaints and inquiries regarding financial products and services, including those at the highest levels.
• Conduct Thorough Investigations: Proactively investigate customer issues, identify root causes, and determine appropriate courses of action to ensure effective resolution.
• Provide Subject Matter Expertise: Serve as a subject matter expert, offering guidance and interpreting procedures for less experienced team members.
• Lead and Support Team Operations: Oversee daily activities of the support Escalations team, provide work direction, and contribute to setting performance standards.
• Drive Process Improvement: Recommend and implement process or policy enhancements to improve customer satisfaction and operational efficiency.

Skills

• Written Communication
• Customer Relationship Management
• Pipeline Management
• Verbal Communication
• Financial Services
• Banking Operations
• Conflict Resolution

Qualifications

• Years of experience: 4 years
• Experience level: Experienced

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.

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact View email address on randstadusa.com.

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.