Escalations Representative II
Location: Hybrid (One Week Onsite / One Week Remote)
Offices: Charlotte, NC
Schedule: Monday – Friday, 7:30 AM – 4:00 PM CST
Contract: 6-Month | W2
Overview:
Calculated Hire is seeking an Escalations Representative II to join a Fortune 100 Financial Services client. This individual will play a critical role in supporting escalated client concerns, ensuring high-quality service delivery and adherence to internal processes. The ideal candidate brings a strong customer service background, professional communication skills, and the ability to navigate regulated financial environments.
Responsibilities:
- Support escalated customer issues by performing routine transactional and support tasks within established procedures.
- Identify and recommend opportunities for process improvement within daily workflows.
- Interact with internal teams and client personnel to obtain and relay basic information.
- Escalate unresolved questions or concerns to appropriate team members or supervisors.
- Maintain attention to detail and professionalism in a high-volume, fast-paced environment.
Required Qualifications:
- 6+ months of experience in customer service, financial services, underwriting, or quality assurance support — or an equivalent combination of work experience, military background, training, or education.
Preferred Qualifications:
- 6+ months of brokerage experience
- Working knowledge of FINRA regulations (strongly preferred)
- Proficiency in Microsoft Office tools
- Excellent communication skills with the ability to demonstrate empathy and professionalism