Escalations Rep 3

Randstad USA; Chandler (AZ); On-site; USD 37,000 - 38,000; Full time

Benefits offered by this job

Medical insurance

401K plan

Paid time off

Job summary

Randstad is seeking Customer Care Representatives in Chandler, AZ to support financial services clients with direct customer contact. The role requires 3–4 years of call center experience, case management, and de-escalation skills, plus proficiency in Microsoft Office.

You will handle a mix of inbound and outbound calls and provide timely updates throughout the case lifecycle. Educational requirement is a Bachelor's degree, and the team emphasizes excellent communication, relationship building,

Qualifications

• 3–4 years of direct customer contact/call center experience in financial services.
• Experience with case management and de-escalation.
• Proficient in Microsoft Office applications.

Responsibilities

• Communicate with customers, provide updates and manage communications throughout the case cycle.
• Advocate for customers and build relationships.
• Resolve escalated client issues regarding financial products and services.
• Provide SME guidance and interpret procedures for colleagues.
• Manage customer communications across inbound/outbound calls and written responses.
• Review complaints for regulatory flags and ensure adherence to standards.
• Manage daily pipeline of new and existing cases to ensure timely closure.

Skills

Empathy

Banking relations

Call center support

Basic computer skills

Organizational skills

Financial services

Education

Bachelor's

Tools

Microsoft Office

Job description

Randstad is looking for Customer Care Reps who have the following qualifications:

• Financial Services Expertise: Minimum of 3-4 years of direct customer contact/Call Center experience within a financial services environment, demonstrating a understanding of banking operations and financial products.
• Case Management experience
• De-escalation skills
• Microsoft Office skills
• Managing a mix of outbound and inbound calls

salary: $27 - $27.82 per hour

shift: First

work hours: 8 AM - 5 PM

education: Bachelors

Responsibilities

• Communicate directly with the customer—providing updates, answering questions, and handling all customer communication throughout the case cycle.
• Be an advocate for customer / build relationship
• Resolve Complex Client Issues: Independently manage and resolve escalated client complaints and inquiries regarding financial products and services, including those at the highest levels.
• Provide Subject Matter Expertise: Serve as a subject matter expert, offering guidance and interpreting procedures for less experienced team members.
• Manage Customer Communications: Handle a mix of inbound and outbound customer calls (team goal = 25 cust served per day), and manage written correspondence, including both templated and free-form responses.
• Ensure Compliance and Risk Management: Review complaints for regulatory and non-regulatory flags, accurately classify risks in the case management system, and ensure adherence to internal company standards.
• Manage Case Pipeline: Efficiently manage a daily pipeline of new and existing cases, ensuring timely completion and closure.

Skills

• Empathy
• Banking Relations
• Call Center Support
• Basic Computer Skills
• Organizational Skills
• Financial Services

Qualifications

• Years of experience: 3 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 [e-mail].

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.

Experience

• Experienced
• 3 years

Education

• Bachelors