Escalations Specialist - Financial Services & Case Management

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 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,