Escalations Representative - Legal Services Phone Team
Core
Resolve complex client complaints and disputes regarding financial products, conducting investigations and processing transactions to ensure compliance and risk mitigation.
Role type
Senior IC customer service representative (legal escalations)
Builds
Resolved client disputes and compliant case management records
Domain
Financial services / Legal operations
Deliverable
client delivery
Required skills
complex transaction processing, regulatory compliance, risk classification, legal document interpretation, writs and levies handling, court blocked accounts management, independent judgment, negotiation
Preferred skills
escalated call handling, operational issue identification, team collaboration, Microsoft Office proficiency
Technologies
1LLG, Hogan, 1Sum, Columbia, CIV, SDD
Responsibilities
Support internal and external customers with inquiries and complaints regarding financial products and services; conduct investigative steps to identify issues and process complex transactions online; review complaints for regulatory and non-regulatory flags and classify risks appropriately; escalate non-routine client concerns to more experienced individuals; interact with customers to respond to raised concerns and determine appropriate course of action; serve as an intermediary to resolve disputed matters, negotiate, and enact settlements.
Seniority
Entry-level to Mid-level, hands-on IC
