Experienced Escalations Representative – Customer Support and Risk Management Expert in Financial Services

Join the blithequark Team as an Escalations Representative and Make a Lasting Impact in Financial Services At blithequark, we're dedicated to building a better future for our customers, employees, and communities. We're seeking a talented and motivated Escalations Representative to, working remotely and providing exceptional support to internal customers. As an Escalations Representative, you'll play a critical role in ensuring compliance with regulatory requirements, managing risk, and delivering high-quality service. Our team is passionate about making a difference in the lives of our customers, and we're committed to creating a workplace where everyone feels valued and inspired. About blithequark and Our Culture blithequark is a leading financial services company with a strong commitment to providing a diversified set of banking, investment, and mortgage products and services to our customers. Our company culture is built on the principles of diversity, equity, and inclusion, and we're dedicated to fostering a culture of strong customer relationships balanced with a strong risk-mitigating and compliance-driven culture. Our employees are accountable for executing all applicable risk programs, including effectively following and adhering to blithequark policies and procedures, fulfilling risk and compliance obligations, and making sound risk decisions. We believe in creating a workplace where everyone feels valued, respected, and empowered to contribute their best work. Our culture is built on a foundation of trust, transparency, and open communication, and we're committed to helping our employees grow and develop their skills. Whether you're just starting your career or looking to take your skills to the next level, we offer a range of opportunities for professional development and advancement. Job Summary As an Escalations Representative, you'll work in a fast-paced environment, supporting internal customers in the application of SCRA benefits to financial products and services. You'll conduct investigative steps to identify issues, process complex transactions online, and provide reviews and feedback to determine appropriate courses of action. This role requires strong analytical skills, attention to detail, and excellent communication skills. You'll be part of a team that's committed to delivering exceptional customer service and making a positive impact in the lives of our customers. Key Responsibilities Support internal customers in the application of SCRA benefits to financial products and services, ensuring compliance with regulatory requirements and company policies Conduct investigative steps to identify issues and process complex transactions online, using a range of systems and tools to resolve customer inquiries and concerns Perform moderately complex reviews of SCRA activities with an emphasis on risk management, quality, and compliance, identifying areas for improvement and implementing process enhancements Provide reviews and feedback to determine appropriate courses of action related to SCRA, working closely with lines of business to provide quality scores and guidance based on reviews Assist with internal audits and testing as needed, ensuring that our processes and procedures are aligned with regulatory requirements and company policies Maintain composure in a fast-paced, deadline-driven production environment, prioritizing tasks and managing multiple projects simultaneously Collaborate with cross-functional teams to resolve customer complaints and concerns, providing exceptional customer service and support Essential Qualifications 2+ years of contact experience in a Financial Services environment, or equivalent demonstrated through work experience, training, military experience, or education In-depth knowledge and understanding of the Servicemembers Civil Relief Act (SCRA) and other relevant regulatory requirements Ability to independently manage a pipeline of work and meet deadlines, prioritizing tasks and managing multiple projects simultaneously Quality Review/Quality Control experience, including providing written and verbal feedback to internal customers and stakeholders Strong analytical skills with high attention to detail and accuracy, able to analyze complex data and identify trends and patterns Highly effective communication skills, including the ability to communicate verbally and in writing in a clear and concise manner, with excellent customer service skills Preferred Qualifications 1+ year of financial services experience within mortgage, auto, credit cards, small business lending, home equity, retail, and/or similar lines of business Experience building partnerships with team members and other lines of business, with a strong ability to collaborate and work effectively in a team environment Strong understanding of policies and procedures, with the ability to interpret and apply regulatory requirements and company policies Willingness to take initiative, including asking questions and researching answers, with a strong desire to learn and develop new skills Ability to identify operational process gaps, with a focus on process improvement and implementation of best practices Systems experience, including Service Member Information System (SMIS), Business Process Management (BPM), Hogan, Imaging and Content Managing Platform (ICMP), (FDR), (IRRIS), (CSS), 1OFC, with the ability to learn and adapt to new systems and technologies Skills and Competencies To be successful in this role, you'll need to possess a range of skills and competencies, including: Strong analytical and problem-solving skills, with the ability to analyze complex data and identify trends and patterns Excellent communication and customer service skills, with the ability to communicate verbally and in writing in a clear and concise manner Ability to work effectively in a team environment, with a strong ability to collaborate and build partnerships with internal customers and stakeholders Strong attention to detail and accuracy, with a focus on quality and compliance Ability to prioritize tasks and manage multiple projects simultaneously, with a strong ability to manage deadlines and meet expectations Strong knowledge of regulatory requirements and risk management practices, with the ability to interpret and apply regulatory requirements and company policies Career Growth Opportunities and Learning Benefits At blithequark, we're committed to helping our employees grow and develop their skills. As an Escalations Representative, you'll have opportunities to: Develop your analytical and problem-solving skills, with a focus on quality and compliance Improve your communication and customer service skills, with a focus on delivering exceptional customer service and support Learn about regulatory requirements and risk management practices, with a focus on interpreting and applying regulatory requirements and company policies Participate in training and development programs, with a focus on professional development and advancement Advance your career within the company, with opportunities for promotion and career growth Work Environment and Company Culture As an Escalations Representative, you'll work in a remote environment, with the flexibility to work from anywhere. You'll be part of a team that's committed to diversity, equity, and inclusion, and you'll have opportunities to contribute to our company culture. We're proud to offer a work environment that's: Flexible and remote-friendly, with the ability to work from anywhere and manage your own schedule Collaborative and team-oriented, with a strong focus on building partnerships and working effectively in a team environment Committed to diversity, equity, and inclusion, with a focus on creating a workplace where everyone feels valued and respected Focused on employee development and growth, with opportunities for professional development and advancement Compensation, Perks, and Benefits We offer a competitive salary and benefits package, including: Competitive salary, with opportunities for bonuses and incentives Opportunities for career growth and advancement, with a focus on professional development and promotion Comprehensive benefits package, including health, dental, and vision insurance, as well as retirement savings and other benefits Flexible work arrangements, with the ability to work from anywhere and manage your own schedule Recognition and reward programs, with a focus on recognizing and rewarding outstanding performance and contributions If you're a motivated and talented professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Please apply including your resume and cover letter, to be considered for this role. We're looking for candidates who are passionate about delivering exceptional customer service and making a positive impact in the lives of our customers. Don't miss this opportunity to and make a difference in financial services. and take the first step towards a rewarding and challenging career with blithequark! We're committed to creating a workplace where everyone feels valued and respected, and we're excited to hear from candidates who share our passion for delivering exceptional customer service and making a positive impact in the lives of our customers. and of dedicated professionals who are making a difference in financial services.