Job Information
TEKsystems Complaints Analyst in Charlotte, North Carolina
Description:
--Responsible for supporting internal and external customers by providing a more complex variety of support services in account management, operations, documentation, customer service and technical support.
--Operational and service complaints are on a variety of subject matter….anything ranging from poor service received at a branch or in the contact center to back office functions and transacting on the account. Our case advisors have to perform research on each to determine if the issue has already been resolved and communicated to the client, and if not, 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. Also, clients may call in for an update on their case or for questions after receiving the resolution letter. Given this is a client facing role, you need to be adept at diffusing situations and able to translate the information in a way the client would understand (refraining from acronyms and adding additional color to the explanation to educate the client).
--The cases will be assigned to your queue on a routine basis, where you are responsible for around 50 complaints 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. You are expected to autonomously work through your cases/deliverables. We ask that the project team each close 8-10 cases per week on average (average because we understand some weeks you have a harder time getting responses or have harder cases, but the next week should make up for that when responses come back along with new cases being researched) with a 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.
--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.
Additional Skills & Qualifications:
--Must have an active series 7 license (need to have at least 6 months left of eligibility)
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.