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 committed to building a better future for our customers, employees, and communities. We're seeking a talented and motivated Escalations Representative to join our team, 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 dedicated to fostering a culture of strong customer relationships balanced with a strong risk-mitigating and compliance-driven culture. 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 committed to creating a workplace where everyone feels valued and inspired. We believe in 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. At blithequark, we're proud of our history and our mission to make a positive impact on the communities we serve. We're dedicated to providing exceptional customer service, and we're committed to helping our employees grow and develop their skills. Our team is passionate about making a difference, and we're looking for like-minded individuals to join us on our journey. 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 high-quality service and ensuring compliance with regulatory requirements. Key Responsibilities Support internal customers in the application of SCRA benefits to financial products and services, ensuring compliance with regulatory requirements and managing risk Conduct investigative steps to identify issues and process complex transactions online, utilizing strong analytical skills and attention to detail Perform moderately complex reviews of SCRA activities with an emphasis on risk management, quality, and compliance, providing reviews and feedback to determine appropriate courses of action Work closely with lines of business to provide quality scores and guidance based on reviews, building partnerships and collaborating with team members Assist with internal audits and testing as needed, ensuring compliance with regulatory requirements and identifying areas for improvement Maintain composure in a fast-paced, deadline-driven production environment, prioritizing tasks and managing multiple projects simultaneously Develop and maintain knowledge of blithequark policies and procedures, staying up-to-date on regulatory requirements and industry trends 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), including regulatory requirements and industry trends 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, with a focus on risk management and compliance Strong analytical skills with high attention to detail and accuracy, utilizing tools and systems to analyze data and identify trends Highly effective communication skills, including the ability to communicate verbally and in writing in a clear and concise manner, with internal customers and team members 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, with a focus on risk management and compliance Experience building partnerships with team members and other lines of business, collaborating and communicating effectively Strong understanding of policies and procedures, including regulatory requirements and industry trends Willingness to take initiative, including asking questions and researching answers, with a focus on continuous learning and development Ability to identify operational process gaps, analyzing data and identifying areas for improvement 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 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, utilizing tools and systems to analyze data and identify trends Improve your communication and customer service skills, working with internal customers and team members Learn about regulatory requirements and risk management practices, staying up-to-date on industry trends and developments Participate in training and development programs, including workshops, webinars, and online courses Advance your career within the company, with opportunities for promotion and professional growth Network with other professionals in the industry, attending conferences and events Develop a deep understanding of the financial services industry, including trends, challenges, and opportunities 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 Collaborative and team-oriented, with opportunities to build partnerships and collaborate with team members Committed to diversity, equity, and inclusion, with a focus on creating a workplace where everyone feels valued and inspired Focused on employee development and growth, with opportunities for training, development, and advancement Supportive of work-life balance, with flexible scheduling and remote work options Compensation, Perks, and Benefits We offer a competitive salary and benefits package, including: Competitive salary, based on experience and qualifications Opportunities for career growth and advancement, with a focus on professional development and growth Comprehensive benefits package, including health, dental, and vision insurance, as well as retirement savings and paid time off Flexible work arrangements, including remote work options and flexible scheduling Access to training and development programs, including workshops, webinars, and online courses Opportunities to network with other professionals in the industry, attending conferences and events How to Apply If you're a motivated and talented professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to be considered for this role. We're looking for individuals who are passionate about making a difference, and who are committed to delivering high-quality service and ensuring compliance with regulatory requirements. Don't miss this opportunity to join the blithequark team and make a lasting impact in financial services. Apply now and take the first step towards a rewarding and challenging career! We're committed to creating a workplace where everyone feels valued and inspired, and we're looking for individuals who share our passion for making a difference. If you're a motivated and talented professional, we encourage you to apply for this exciting opportunity. Join the blithequark team and start your journey towards a rewarding and challenging career in financial services. At blithequark, we're dedicated to providing exceptional customer service, and we're committed to helping our employees grow and develop their skills. We're proud to offer a work environment that's flexible, collaborative, and committed to diversity, equity, and inclusion. Join our team and start your journey towards a rewarding and challenging career in financial services. Apply for this job