escalations representative 2.

• west des moines , iowa

• posted today

job details

summary

• $23 - $25 per hour

• temp to perm

• no requirements

• category business and financial operations occupations

• referenceAB_4612139

job details

Randstad is currently has an oppening for Escalations Representative 2 in West Des Moines, IA.The position involves managing escalated customer complaints in a financial services environment, requiring good customer service skills and the ability to empathize with frustrated clients. Candidates must communicate effectively and navigate multiple systems to investigate and resolve complex issues. Attention to detail and organizational skills are essential for ensuring compliance and delivering quality service. Position: Escalations Representative 2 Location : West Des Moines IA 50266 Pay: $23/hr Schedule Details: Monday - Friday, 8:00am - 4:30pm Training Days/Hours: Monday - Friday, 8:00am - 4:30pm

salary: $23 - $25 per hour

shift: First

work hours: 8 AM - 3:30 PM

education: No Degree Required

Responsibilities

Covers jobs responsible for managing escalated customer complaints companywide, which in some cases may require special handling. Jobs research and review escalated complaints, often in partnership with other internal departments, to determine an appropriate course of action leading to an effective resolution, while maintaining positive relationships with the customer and key stakeholders.

Part of intake group for enterprise complaints office

• 7-12 calls per day

• When a customer has a highly escalated complaint will call into the intake team. Have likely already talked to 2-4 different teams before reaching this team

• Typically have concerns about how their account has been handled so far

• Will need to listen and empathize with customers to try and de-escalate

• Will gather all information and send to case specialist

• Could be questions about deposits (checking/savings accounts), credit cards, or any group within enterprise complaints

• Called in or submitted through portal/queue

• This is a very hands-on, supportive group who cares about the success and support of their team

• Focus on hearing the customer out and taking through notes (active listening, providing empathy, patience,etc)

• Not a researched based role

Skills

• Customer Service and Empathy

• Communication Skills

• Problem-Solving

• Organizational Skills

Qualifications

• Years of experience: 2 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 HRsupport@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 health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).

This posting is open for thirty (30) days.

get in touch

we are here to help you with your questions.

NM

nikhil madduru

• +1 957 392 5237 (tel:+1 957 392 5237)

• nikhil.madduru@randstadusa.com