Spanish Bilingual- Escalations Representative

Job Highlights:

• Support less experienced individuals in providing resolutions for client inquiries and complaints
• Determine appropriate course of action and conduct investigative steps to fully identify customer issues
• Perform complex administrative and customer support tasks by managing daily schedules, and providing work direction to the team
• Assist in setting performance standards, and recommend process or policy improvements to enhance customer satisfaction
• Provide subject matter expertise and interpretation of procedures to less experienced individuals
• Respond independently to complaints escalated at the highest level
• Interact with internal and external customers to resolve their issues
• Interact with the immediate Escalations team to supervise day to day activities of the support Escalations team

• 4+ years of customer contact within a Financial Services environment, Underwriting, Quality Assurance experience, or equivalent
• Must have completed at least 2nd year college
• Spanish Proficiency level: B2
• At least 1 year experience as bilingual agent