Randstad Customer Service Intermediate level in Beaverton, Oregon
Customer Service Intermediate level
salary:$19 per hour
date posted:Monday, September 14, 2020
job type:Temp to Perm
industry:Administrative and Support Services
Customer Service Intermediate level
Job Title: RESEARCH REMEDIATION ASSOCIATE
Start date: 9/17, 9/24, 10/1
Working & Training Hours: 730-4, M-F NO TIME OFF DURING TRAINING
Duration: 6 months. Ability to work from home after 3 months if they have internet access - not mandatory
Temp to Perm: TTP based on business needs
Responsible for supporting complaint resolution cases working customer escalated complaints for customer service (anything on consumer accounts - checking, savings, legal orders, etc)
This may include a review of in-process, closed or cancelled single loan/credit exceptions, applications, claims, files and/or on-line transactions, individually or in aggregate, to determine if processes and documentation are in compliance with internal company requirements, contractual terms/conditions, insurer guidelines, investor requirements and/or government regulations or to perform remediation activities.
Responsible for responding to and/or researching and resolving escalated, high dollar, or high profile inquiries and complaints requiring special handling and that may have been forwarded by the management committee members, agencies, and/or business chain of command.
Will be printing out and mailing letters to customers
Complaints received when a front line office at WF files a complaint. Filters from complaint system (ECMP) into a queue where cases are then assigned out to agents
Functions evaluated may cover one or more of the following areas: underwriting, regulatory compliance, fraud, fair lending, and servicing.
Customers/cases that end up making it to these agents have already had an interaction at the bank level and are not satisfied with resolution
Examples: customer has an ATM dispute because they didnt get their money, or a customer gave a family member their pin number and the account was then compromised but their claim was declined because it was not technically fraud, or wire transaction complaint, or general account maintenance issues
Working hours: 7:30 AM - 4:00 PM
Polished, professional individuals that can provide white glove service
Empathy in writing/speaking to customer, communication skills, organization, time management and multitasking
Experience with handling difficult customers (EMOTIONAL INTELLIGENCE)
Critical thinking skills to determine root cause and decision making skills to resolve
Ability to work independently and self manage workload to meet deadlines
Self starter and self motivated
Quick learners, think outside the box and holistically about all areas the complaint touches
High attention to detail and high quality of work
Business writing is important
Analysts needs to hear what the customer has to say and put it into writing. Tell the story, beginning, middle, and end without going in circles.
2-3 YRS + TOP NOTCH CUSTOMER SERVICE CANDIDATES WITH TENURE - FINANCIAL INDUSTRY IS A BENEFICIAL BUT NOT REQUIRED
Talent must also possess strong analytical skills, investigative skills, high level escalation & resolution, etc
Personal bankers, QA/QC, claims analyst, escalations talent could do well here
System oriented - ability to maneuver between various systems and screens
Minimum of high school diploma or equivalent
4-6 weeks, virtual training, may be classroom style or at individual desks, may be long line trainers
A LOT of material will be covered, no time off will be approved during training
A lot of the focus during training will be geared towards learning WF policy and procedures as well as understanding Fed Regulations.
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. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Sexual Orientation, Gender Identity, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.
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