Aerotek Research Remediation Associate in Minneapolis, Minnesota
Customer Complaint Resolution team.
Will research, resolve and respond to bank customer complaints.
These team members will be tasked with resolving "cases" with bank customers. A case is created anytime a customer speaks with a team member from another department in the company (could be a branch, phone bank, online banking, finance, credit cards, etc.) and the communication ends up with an escalated complaint. The case is then received at the complaints department and should be resolved within a set amount of business days.
Resolving these cases requires some research, internal/external follow ups, phone calls and letter writing. This will not be a typical processing OR research role where most files are black/white. While there will be some repetitive case-types, most cases will vary from one another and the process in which they are completed could change throughout time.
This job WILL involve phone calls to customers. They are also escalated phone calls so we need people who are comfortable with this and comfortable on the phones. At a minimum 20+ phone calls per day.
Corporate Job Description: 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. 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. Functions evaluated may cover one or more of the following areas: underwriting, regulatory compliance, fraud, fair lending, and servicing. Performs intake to determine appropriate course of action, conducting investigative steps to fully identify the issues, researching product information, terms, conditions, contracts, etc., creating correspondence as needed, processing complex and/or corrective transactions on-line (including monetary and non-monetary actions). May communicate with others (including customers, merchants, clients, executives, agencies, regulatory/governmental representatives, bankers) to ensure resolution of matters. Ensures identified risks and/or problems are clearly documented. Has similar authorities as first tier supervisors to make override decisions; refers recommendations exceeding authority levels and/or items unable to meet resolution to top level management for review. Other duties may include: project work related to remediation, performance of ongoing reviews as needed. May generate reports and summarize results. Typically performs team leadership and provides work direction.
Customer service, Banking, Financial services, Complaint resolution, Customer support, Escalation calls, Account resolution, Outlook, Data entry, Quality check, Mortgage, Analysis, Finance
Top Skills Details:
3+ years experience with customer contact in financial services environment or 2+ years experience in one or more of the following: operations, underwriting, or quality assurance within the financial industry
Any Wells Fargo experience within Mortgage, Account Resolution, Customer Service or Client Relations is preferred Prior banking or branch/community bank experience would be helpful Prior experience with deescalating calls would be preferred.
Additional Skills & Qualifications:
Strong interpersonal skills - this job requires a lot of internal follow ups and collaborations. Team members need to ask each other questions and bounce ideas off of each other. Strong multi-tasking ability Strong written and verbal communication Ability to handle multiple cases at once
We know that a company's success starts with its employees. We also know that an individual's success starts with the right career opportunity. As a Best of Staffing® Client and Talent leader, Aerotek's people-focused approach yields competitive advantage for our clients and rewarding careers for our contract employees. Since 1983, Aerotek has grown to become a leader in recruiting and staffing services. With more than 250 non-franchised offices, Aerotek's 8,000 internal employees serve more than 300,000 contract employees and 18,000 clients every year. Aerotek is an Allegis Group company, the global leader in talent solutions. Learn more at Aerotek.com.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
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