Financial Analyst
Customer Service Specialist (Complaint Resolution)
DO NOT APPLY OF YOU DONT HAVE A Series 7
Bullhorn ID# : 923760
of positions : 10 (this number could + / -)
Address :
Amelia Earhart Dr, Salt Lake City, UT 84116
Pay Rate : $33 / hr
Start Date : most likely sometime in July
Position Type / Duration of Assignment : 6-12 month contract, perm conversion for those that do well in the role
Hours / Schedule(if training schedule include here)
30 days of training onsite then will move to a hybrid model of 5 days onsite / 5 days work remote
M-F, 8 : 00am-4 : 30pm
MUST HAVE active FINRA Series 7 License (or was active within last 18 month window so it can
Job Description :
Operational and service complaints are on a variety of subject matter .anything ranging from poor service received at a branch or in the contact center to back office functions and transacting on the account.
Case advisors have to perform research on each to determine if the issue has already been resolved and communicated to the client, and if not, work with the back office / front office and or the client to obtain information and resolve.
Most resolutions are done in writing to the client, but there may be times where it makes sense to deliver it verbally. Also, clients may call in for an update on their case or for questions after receiving the resolution letter.
Given this is a client facing role, need to be adept at diffusing situations and able to translate the information in a way the client would understand (refraining from acronyms and adding additional color to the explanation to educate the client).
The cases will be assigned to a queue on a routine basis, where you are responsible for around 50 complaints at any given time (number subject to change based on business need).
As the cases come in, you should work to triage the cases frequently and ensure working the cases in the order of risk / age.
- Expected to autonomously work through cases / deliverables. Close 8-10 cases per week on average (average because we understand some weeks you have a harder time getting responses or have harder cases, but the next week should make up for that when responses come back along with new cases being researched) with a 95% or higher quality rating assigned by the QA team.
- When working through the cases, it is important to recognize escalation needs (Elder abuse, ADA concerns, etc.) as well as opportunities to advocate for the client where needed.
We may see that an error may have harmed the client financially, investigate to see if money is owed, or maybe the back office is requiring paperwork that may not necessarily be required, so we should be recognizing when we should provide credible challenge back to the business to see if they can process as is.
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