Experienced Customer Experience and Problem Resolution Professional - Escalations Specialist - Registered in Financial Services

Join the blithequark Team as an Escalations Specialist - Registered and Accelerate Your Career in Financial Services

Embark on a rewarding journey with a leading financial services company! blithequark is seeking an experienced Escalations Specialist - Registered to join our team on a remote basis. As a key member of our customer experience team, you will have the opportunity to make a significant impact by resolving escalated inquiries and complaints, while driving business growth and customer satisfaction. If you're a motivated and customer-focused professional looking for a new challenge, we encourage you to apply and become a part of our dynamic team!

About blithequark

blithequark is a leading financial services company with a rich history of innovation and customer commitment. We ranked #3 on the 2022 LinkedIn Top Companies list as the best workplace "to grow your career" in the U.S. Our company culture is built on a foundation of diversity, equity, and inclusion, and we offer a competitive compensation package and one of the richest benefits packages in the industry. Our Total Rewards program focuses on wellness, work-life balance, and the financial health of our employees. At blithequark, we are dedicated to fostering a culture of excellence, where our employees can thrive and grow in their careers.

Job Summary

As an Escalations Specialist - Registered, you will play a critical role in resolving escalated inquiries and complaints from customers and agencies. You will utilize your analytical and problem-solving skills to investigate and recommend solutions to complex customer issues, while exercising independent judgment and developing a deep understanding of transaction quality, risks, and investigative steps. Your expertise will be invaluable in driving customer satisfaction and loyalty, and your contributions will have a significant impact on our business growth and success.

Key Responsibilities:

• Participate in researching and resolving escalated inquiries and complaints with significant organizational impact, identifying opportunities to determine the appropriate course of action and conducting investigative steps to fully identify the issues within the defined scope of responsibilities.
• Review and analyze inquiries and complaints that require special handling, research, and evaluation, and consult regarding difficult and complex transactions.
• Present recommendations for resolving escalated inquiries and complaints, exercising independent judgment while developing an understanding of transaction quality or deficiencies, risks, and investigative steps to recommend solutions.
• Provide information to management committee members, agencies, or more experienced business leaders, and feedback to internal and external customers regarding identification of fraud and inconsistencies.
• Collaborate with cross-functional teams to resolve complex customer issues and improve overall customer experience.
• Develop and maintain a deep understanding of financial services products, services, and operations to provide expert guidance and support to customers and internal stakeholders.
• Stay up-to-date with industry trends, regulatory requirements, and best practices to ensure compliance and excellence in customer service.

Requirements and Qualifications

Essential Qualifications:

• 2+ years of Customer Contact in a Financial Services Environment, Financial Services Operations, Underwriting, or Quality Assurance experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education.
• FINRA Series 7 License.
• Strong knowledge of financial services products, services, and operations.
• Excellent analytical, problem-solving, and communication skills.

Preferred Qualifications:

• A BA/BS or MBA degree or higher in business or finance.
• Knowledge and understanding of securities industry.
• Intermediate Microsoft Office (Word, Excel, and Outlook) skills.
• ECMP experience.
• Foreign exchange experience.
• Knowledge and understanding of financial services or investment banking operations.
• Brokerage client support experience.
• Certifications such as CFP, CFA, or similar designations.

Skills and Competencies

To be successful in this role, you will need to possess the following skills and competencies:

• Customer service focus with the ability to analyze, research, and respond to moderately complex customer or agency issues and complaints.
• Ability to interact with all levels of an organization and develop partnerships and collaborate with other business and functional areas.
• Strong analytical skills with high attention to detail and accuracy.
• Strong organizational, multi-tasking, and prioritizing skills.
• Excellent verbal, written, and interpersonal communication skills.
• Experience delivering results in a fast-paced, deadline-driven environment.
• Ability to work independently and as part of a team.
• Strong problem-solving and conflict resolution skills.
• Ability to adapt to changing priorities and deadlines.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to supporting the career aspirations and growth of our employees. We offer a range of learning and development programs, including:

• Comprehensive training and onboarding programs.
• Career development and mentorship opportunities.
• Leadership development programs.
• Tuition reimbursement and education assistance programs.
• Professional certification and licensing programs.
• Opportunities for advancement and career progression.

Work Environment and Company Culture

Our company culture is built on a foundation of diversity, equity, and inclusion. We offer a competitive compensation package and one of the richest benefits packages in the industry, including:

• Flexible work arrangements, including remote work options.
• Competitive salaries and bonuses.
• Comprehensive health and wellness programs.
• Retirement savings plans and employee stock purchase plans.
• Recognition and reward programs for outstanding performance.
• Opportunities for community involvement and volunteerism.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including:

• Competitive salary.
• Bonuses and incentives.
• Comprehensive health and wellness programs.
• Retirement savings plans and employee stock purchase plans.
• Flexible work arrangements and remote work options.
• Paid time off and holidays.
• Employee discounts and perks.

Conclusion

If you're a motivated and customer-focused professional looking for a new challenge, we encourage you to apply for this exciting opportunity as an Escalations Specialist - Registered. At blithequark, we offer a range of career growth opportunities, learning benefits, and a competitive compensation package. Join our team and start building a successful career in financial services! As a valued member of our team, you will have the opportunity to make a real difference in the lives of our customers and contribute to the success of our organization. Don't miss out on this exciting opportunity to take your career to the next level and apply today!