A leading financial client is seeking Escalations Representatives to support internal and external customers with inquiries and complaints related to financial products and services. This position is primarily back-office focused with minimal phone coverage. Candidates must have brokerage operations experience and strong attention to detail, especially in handling regulated client complaints.
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Responsibilities:
Handle inbound customer calls, gather relevant data, and accurately document client complaints.
Route calls and cases to the appropriate internal research teams.
Perform data entry and minor data analysis to ensure complaint records are complete.
Provide "white glove" customer service, focusing on quality and compliance.
Act as an intermediary in disputed matters and follow appropriate resolution procedures.
Investigate, document, and classify complaints according to regulatory standards (e.g., FINRA).
Process complex transactions and escalate unresolved or non-routine issues to supervisors.
Ensure compliance with internal standards and regulatory requirements.
Maintain case files with over 50 fields per case across two complaint handling phases.
Working hours: 7:30 AM - 5:00 PM
Skills:
Experience using Smart Station, Beta, or StoreVision.
Background in handling escalated service issues or QA roles.
Experience in environments with heavy documentation or compliance auditing.
Desire to grow into a Case Advisor role.
Ability to multitask, prioritize, and adapt to change.
Experience with transfer processes (ACATs, journals).
Education:
High School
Experience:
1-4 years
Qualifications:
1+ year experience in financial services (preferably brokerage).
6+ months of brokerage operations experience.
Knowledge of brokerage products and account types (IRAs, trusts, margin, etc.).
Understanding of securities (stocks, mutual funds, bonds).
Strong attention to detail, accuracy in complaint handling.
Familiarity with FINRA regulations
Interested candidates should submit a resume and brief cover letter outlining:
Relevant experience and college education
Availability for the required schedule and training format
A commitment to professional, accurate customer service
Spherion has helped thousands of people just like you find work happiness! Our experienced staff will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temp-to-perm or direct hire opportunities, no one works harder for you than Spherion.
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At Spherion, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact Callcenter@spherion.com.
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Spherion offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).