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Customer Resolution - Financial Disputes

Job Description

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 and the communication ends up with an escalated complaint. Resolving 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.

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.

Work Environment

Hours: M-F 8-5 or 7-4 and will need OT as well. Okay and consistent schedule.
Dress Code: Business Casual
Work From Home: These new hires will be eligible to work from home at 3 months, however, that will depend on technology and their performance. company goal is to ultimately have 100% of team members out of the office.

Qualifications

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




About Aerotek:

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.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call 888-237-6835 or email accommodation@aerotek .com for other accommodation options. However, if you have questions about this position, please contact the Recruiter located at the bottom of the job posting. The Recruiter is the sole point of contact for questions about this position.

Job Requirements

 

Job Snapshot

Location US-MN-Roseville
Employment Type Full-Time Employee
Pay Type Hour
Pay Rate $14.00 - $18.00 /Hour
Store Type Banking, Customer Service, Finance
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Company Overview

Aerotek

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 become a leader in recruiting and staffing services by building quality relationships that allow us to place quality people in quality jobs. With more than 230 non-franchised offices, Aerotek’s 6,000 internal employees serve more than 300,000 contract employees and 17,000 clients every year. To learn more, visit Aerotek.com. Learn More

Contact Information

US-MN-Roseville
Ally Faber
7633162237
Snapshot
Aerotek
Company:
US-MN-Roseville
Location:
Full-Time Employee
Employment Type:
Hour
Pay Type:
$14.00 - $18.00 /Hour
Pay Rate:
Banking, Customer Service, Finance
Store Type:

Job Description

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 and the communication ends up with an escalated complaint. Resolving 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.

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.

Work Environment

Hours: M-F 8-5 or 7-4 and will need OT as well. Okay and consistent schedule.
Dress Code: Business Casual
Work From Home: These new hires will be eligible to work from home at 3 months, however, that will depend on technology and their performance. company goal is to ultimately have 100% of team members out of the office.

Qualifications

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




About Aerotek:

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.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call 888-237-6835 or email accommodation@aerotek .com for other accommodation options. However, if you have questions about this position, please contact the Recruiter located at the bottom of the job posting. The Recruiter is the sole point of contact for questions about this position.

Job Requirements

 
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Customer Resolution - Financial Disputes Apply now