Senior Escalations Representative

Job Description Resolves complex escalated issues with a high customer and institutional impact that have reached an escalation point within the Retail business segments. Actively coaches and mentors for the escalation team. Delivers CARES model to customers and service partners. Researches, analyzes, owns and coordinates the resolution with appropriate business leaders for complex escalated customer complaints, while taking into account regulatory, legal and investor requirements within the Retail business segments' customer channels. Documents the problem resolution process for each investigated complaint assigned to their workflow. Responds to escalated issues via verbal responses and may leverage written responses for more complex issues. Acts as a point person/subject matter expert for any escalated issues from the Retail business segments. Facilitates problem resolution with internal and external stakeholders. Acts as a customer advocate in accordance with our Customer Advocacy Principles. Demonstrates commitment to quality. Identifies trends negatively impacting customer experience and escalates to the proper channels for root cause analysis. Qualifications Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role. Preferred Skills Accountability, Customer Complaint Resolution, Customer Support, Data Entry, Problem Resolution, Technical Support, Technical Troubleshooting Competencies Customer Experience Management, Customer Interaction, Decision Making and Critical Thinking, Effective Communications, Influencing, Interpersonal Relationships, Managing Multiple Priorities, Problem Solving Work Experience Roles at this level typically require a university / college degree with < 1 year of professional experience and/or successful completion of a formal development program. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered. Education Associates Certifications No Required Certification(s) Licenses FINRA Series 7 & 63 required