Escalations Leader - Financial Services (Night Shift, Onsite/Remote)

TASQ Staffing Solutions

Taguig

On-site

PHP 1,000,000 - 1,800,000

Full time

14 days+

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Job summary

TASQ Staffing Solutions is seeking an Escalations Manager to lead a team on-site in Taguig. This role focuses on complex customer, investor disputes, and FINRA-related escalations within financial services, requiring strong leadership and regulatory knowledge.

The position is night shift with 4 days onsite and 1 day remote, reporting to the leadership team. The ideal candidate holds a Bachelor's degree, has FINRA licensing, and has a track record of improving service standards while managing

Qualifications

At least 6+ years in customer- or investor-facing disputes or fraud resolution.
2+ years of leadership as a manager or 5 years as supervisor.
Must have handled at least 20 headcount (HC).
FINRA Series 7 examinations or equivalents required for immediate registration.

Responsibilities

Manage and develop a team to handle complex customer service tasks and create initiatives and programs.
Engage internal partners in the Escalations area.
Identify opportunities for process improvement and service standards.
Resolve internal and external client complaints.
Interpret Escalations policies to meet business objectives.
Collaborate with first-line supervisors and Escalations team.
Interact with customers to resolve inquiries and complaints.
Manage allocation of people and financial resources for the area.
Mentor and guide talent development and assist in hiring.