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Escalated Complaints Specialist 1 - Military Veterans

Sioux Falls, SD, United States

Posted on
Oct 23, 2020

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Job DescriptionImportant Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume when submitting your application for consideration. To participate in some selection activities you will need to respond to an invitation. The invitation can be sent by both email and text message.  In order to receive text message invitations, your profile must include a mobile phone number designated as 'Personal Cell' or 'Cellular' in the contact information of your application.At **MEMBERS ONLY**SIGN UP NOW***., we want to satisfy our customers' financial needs and help them succeed financially. We're looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you'll feel valued and inspired to contribute your unique skills and experience.Help us build a better **MEMBERS ONLY**SIGN UP NOW***.. It all begins with outstanding talent. It all begins with you.The Enterprise Customer Excellence Group (ECEG) brings together customer-focused functions from across the enterprise to provide a holistic approach to critical points of interaction with **MEMBERS ONLY**SIGN UP NOW***. customers. The group, which includes the Enterprise Complaints Management Office, the Customer Remediation Center of Excellence and Net Promoter System, is responsible for understanding the causes of issues that affect customers, and providing solutions that ensure customers' needs are understood and supported. The group is also accountable for ensuring regulators' expectations are met and that team members have the tools and training necessary for success.The Escalated Complaints Specialist 1 is responsible for researching then responding to non-regulatory escalated inquiries and complaints from customers received via the complaints portal decision tool. Utilizing strong knowledge of the organization, technology, products, and/or services, resolves matters raised by customers which require limited research such as: exception tickets, limit authorities, and other non-regulatory complaint matters.Duties may include but are not limited to: Communicating with other departments, managers, merchants, or vendors to resolve customer issues. Enacts all necessary correctional transactions (including monetary and non-monetary actions) using the appropriate  methodologies and parties of contact. Refers matters exceeding levels of authority as appropriate. Contacts customers to advise them of research outcome and expected resolution steps and timing via phoning and/or corresponding using both ad hoc and standardized letters or electronic media. May receive occasional inbound customer calls resulting from warm transfers from service operations or from customers with whom they have communicated directly. Accountable to ensure response to Customer regarding all researched matters. Supplements portal documentation to ensure that research results and actions taken are clearly documented. Notifies leaders about trending matters and recommends opportunities for improvement. Hours/Schedule:  Flexible to work any hours during department's hours of operation.  Department hours of operation are: Monday – Friday, 7 am – 6 pm.  Hours/Days may change due to business needs. ***Depending on the volume of applications received, this job posting may be removed prior to the indicated close date***.Required Qualifications2 years of experience in financial services products in one or a combination of the following: disputes, claims resolution, or fraud resolution or 3 years of experience interacting with people or customers; or military; or an AA/AS degree or higherDesired QualificationsnExperience interacting positively with difficult or irate customersnAbility to resolve and work through escalated and complex customer issuesn1 year of banking industry experiencenStrong time management skills and ability to meet deadlinesnAbility to research and correspond with customers, responding to their questions and concerns with detailed informationnAbility to manage a pipeline of work from assignment to completionnCustomer service focus with the ability to analyze, research, and respond to moderately complex customer or agency issues and complaintsnAbility to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are importantnKnowledge and understanding of HogannExposure to **MEMBERS ONLY**SIGN UP NOW***. CIV (Customer Information View) applicationnStreet AddressSD-Sioux Falls: 3201 N 4th Ave - Sioux Falls, SDDisclaimerAll offers for employment with **MEMBERS ONLY**SIGN UP NOW***. are contingent upon the candidate having successfully completed a criminal background check. **MEMBERS ONLY**SIGN UP NOW***. will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.Relevant military experience is considered for veterans and transitioning service men and women.**MEMBERS ONLY**SIGN UP NOW***. is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.

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