Escalations Specialist: Calm, Empathetic Customer Care

Randstad USA; Saint Paul (MN); On-site; USD 25,000 - 36,000; Full time

Job summary

Randstad USA is seeking an Escalations Rep 2 to be the initial compassionate contact for highly escalated customer issues in the Minnesota market. The role focuses on de-escalation, detailed issue gathering, and precise handoffs to Case Specialists, using multiple banking products and services.

You will resolve inquiries via phone and written correspondence, maintaining compliance by flagging risks and coordinating with internal partners to determine the best path forward.

Qualifications

• 2+ years in Customer Service, Financial Services, Underwriting, QA support, or equivalent.
• 1+ year of hands-on processing and pipeline management experience.
• Experience with de-escalation and written communication in customer interactions.
• Bachelor's degree required.

Responsibilities

• Be the compassionate first point of contact for customers with highly escalated complaints, who have often already spoken with multiple teams.
• De-escalate challenging situations by actively listening to customer concerns, understanding their frustrations, and demonstrating genuine empathy.
• Gather comprehensive details regarding customer issues, which may span deposits, credit cards, or any other financial product or service.
• Document thorough and accurate notes from your customer interactions to ensure a seamless handoff to Case Specialists.
• Manage customer inquiries and complaints through both phone and written correspondence.
• Identify potential regulatory and non-regulatory flags within complaints, classifying risks appropriately in our case management system to maintain compliance.
• Collaborate with internal partners to understand complex issues and determine the appropriate course of action.
• Handle outbound calls to verify customer information
• Work written cases efficiently in between calls.

Skills

Active Listening

Empathy

Basic Computer Skills

Adapting to Change

Banking Relationships

Education

Bachelor's degree

Job description

Randstad USA is seeking an Escalations Rep 2 to be the initial compassionate contact for highly escalated customer issues in the Minnesota market. The role focuses on de-escalation, detailed issue gathering, and precise handoffs to Case Specialists, using multiple banking products and services.

You will resolve inquiries via phone and written correspondence, maintaining compliance by flagging risks and coordinating with internal partners to determine the best path forward.