Job Information
TEKsystems Case Resolution Analyst in Charlotte, North Carolina
Must have FINRA Series 7 license to apply.
Contract : 6+ Month Contract-to-Hire
Location : Hybrid in St. Louis, MO
Description:
The Case Resolution Analyst will be supporting a top firm's Wealth Investment Management (WIM) line of business with a backlog of cases in their complaints system. Operational and service complaints are on a variety of subject matter. It could be anything ranging from poor service received at a branch or in the contact center to back office functions and transacting on the account. You will have to:
Receive cases as assigned to your queue on a routine basis
Perform research on each to determine if the issue has already been resolved and communicated to the client.
Work with the back office/front office and/or the client to obtain information and resolve.
Most resolutions are done in writing to the client, but there may be times where it makes sense to deliver it verbally.
When working through the cases, it is important to recognize escalation needs (Elder abuse, ADA concerns, etc.) as well as opportunities to advocate for the client where needed. We may see that an error may have harmed the client financially, so we should investigate to see if money is owed, or maybe the back office is requiring paperwork that may not necessarily be required, so we should be recognizing when we should provide credible challenge back to the business to see if they can process as is.
Must-Have Requirements:
Licensed in FINRA Series 7
6+ months of retail brokerage experience
Expectations:
You are responsible for around 50 cases at any given time (number subject to change based on business need).
As the cases come in, you should work to triage the cases frequently and ensure you are working the cases in the order of risk/age.
Expected to close 8-10 cases per week on average at 95% or higher quality rating assigned by the QA team.
Hitting these metrics is entirely feasible, but does require good time management, attention to detail and organizational skills.
About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
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.