Experienced Customer Experience and Problem Resolution Specialist - Registered Financial Services Professional for Escalations and Complaints Handling

Introduction to blithequark

Embark on a fulfilling career journey with blithequark, 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 renowned financial services company with a rich history of innovation and customer commitment. We pride ourselves on being a best workplace for career growth and development, and our company culture is built on a foundation of diversity, equity, and inclusion. At blithequark, 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, ensuring that you have the support you need to thrive in your career and personal life.

Job Summary

As an Escalations Specialist - Registered at blithequark, 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, ensuring that all issues are addressed in a timely and professional manner.
• 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 that meet the needs of our customers and the business.
• 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, ensuring that all stakeholders are informed and up-to-date on the status of escalated inquiries and complaints.
• Collaborate with cross-functional teams to identify areas for process improvements and implement changes that enhance the customer experience and reduce the risk of escalated inquiries and complaints.
• Develop and maintain a deep understanding of blithequark's products and services, as well as industry trends and regulatory requirements, to ensure that you are equipped to provide expert guidance and support to our customers.

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, or the ability to obtain it within a specified timeframe, to ensure that you are qualified to provide expert guidance and support to our customers.

Preferred Qualifications:

• A BA/BS or MBA degree or higher in business or finance, or a related field, to provide a foundation for your career in financial services.
• Knowledge and understanding of the securities industry, including products, services, and regulatory requirements, to ensure that you are equipped to provide expert guidance and support to our customers.
• Intermediate Microsoft Office (Word, Excel, and Outlook) skills, with the ability to learn and adapt to new systems and technologies, to ensure that you are able to efficiently and effectively manage your workload.
• ECMP experience, or experience with similar systems or technologies, to provide a foundation for your work in escalated inquiries and complaints handling.
• Foreign exchange experience, or experience with similar products or services, to ensure that you are equipped to provide expert guidance and support to our customers.
• Knowledge and understanding of financial services or investment banking operations, including products, services, and regulatory requirements, to ensure that you are able to provide expert guidance and support to our customers.
• Brokerage client support experience, or experience in a similar role, to provide a foundation for your work in escalated inquiries and complaints handling.

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, ensuring that all customers receive timely and professional support.
• Ability to interact with all levels of an organization and develop partnerships and collaborate with other business and functional areas, to ensure that you are able to work effectively in a team environment.
• Strong analytical skills with high attention to detail and accuracy, to ensure that all issues are thoroughly investigated and resolved.
• Strong organizational, multi-tasking, and prioritizing skills, to ensure that you are able to manage your workload efficiently and effectively.
• Excellent verbal, written, and interpersonal communication skills, to ensure that you are able to provide expert guidance and support to our customers and stakeholders.
• Experience delivering results in a fast-paced, deadline-driven environment, to ensure that you are able to work effectively in a dynamic and rapidly changing environment.
• Ability to work in a remote environment, with minimal supervision, to ensure that you are able to work independently and manage your time effectively.

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, to ensure that you have the skills and knowledge you need to succeed in your role.
• Career development and mentorship opportunities, to help you achieve your career goals and aspirations.
• Leadership development programs, to help you develop the skills and knowledge you need to become a leader in our organization.
• Tuition reimbursement and education assistance programs, to help you continue your education and develop your skills and knowledge.
• Opportunities for advancement and professional growth, to help you achieve your career goals and aspirations.

Work Environment and Company Culture

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, including:

• Flexible work arrangements, including remote work options, to ensure that you are able to work in a way that is comfortable and convenient for you.
• Competitive salaries and bonuses, to ensure that you are fairly compensated for your work.
• Comprehensive health and wellness programs, to ensure that you are able to maintain your physical and mental health.
• Retirement savings plans and employee stock purchase plans, to help you plan for your future and achieve your long-term financial goals.
• Opportunities for recognition and reward, to ensure that your hard work and contributions are recognized and valued.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including:

• Competitive salary, to ensure that you are fairly compensated for your work.
• Bonuses and incentives, to recognize and reward your hard work and contributions.
• Comprehensive health and wellness programs, to ensure that you are able to maintain your physical and mental health.
• Retirement savings plans and employee stock purchase plans, to help you plan for your future and achieve your long-term financial goals.
• Flexible work arrangements and remote work options, to ensure that you are able to work in a way that is comfortable and convenient for you.
• Opportunities for professional development and growth, to help you achieve your career goals and aspirations.

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. At blithequark, we offer a range of career growth opportunities, learning benefits, and a competitive compensation package, as well as a dynamic and supportive work environment. Join our team and start building a successful career in financial services! We look forward to receiving your application and exploring how you can contribute to our team's success.