escalations representative. + west des moines , iowa + posted 8 days ago **job details** summary + $24 - $25 per hour + temp to perm + no requirements + category business and financial operations occupations + referenceAB_4614935 job details Randstad is currently looking for Spanish/English Escalations Representative in West Des Moines IA.The role involves managing escalated customer complaints in a financial services environment while communicating in Spanish to customers, requiring good empathy and active listening skills to de-escalate issues. Effective problem-solving and critical thinking are essential for determining appropriate resolutions. Excellent communication skills are necessary for interacting with customers and internal teams while ensuring compliance. Position: Escalations Representative Location : West Des Moines IA 50266 Pay: $25/hr Schedule Details: Monday - Friday, 8:00am - 4:30pm Training Days/Hours: Monday - Friday, 8:00am - 4:30pm salary: $24 - $25 per hour shift: First work hours: 8 AM - 4:30 PM education: No Degree Required Responsibilities Covers jobs responsible for managing escalated customer complaints companywide, which in some cases may require special handling. Jobs research and review escalated complaints, often in partnership with other internal departments, to determine an appropriate course of action leading to an effective resolution, while maintaining positive relationships with the customer and key stakeholders. Part of intake group for enterprise complaints office + 7-12 calls per day + When a customer has a highly escalated complaint will call into the intake team. Have likely already talked to 2-4 different teams before reaching this team + Typically have concerns about how their account has been handled so far + Will need to listen and empathize with customers to try and de-escalate + Will gather all information and send to case specialist + Could be questions about deposits (checking/savings accounts), credit cards, or any group within enterprise complaints + Called in or submitted through portal/queue + This is a very hands-on, supportive group who cares about the success and support of their team + Focus on hearing the customer out and taking through notes (active listening, providing empathy, patience,etc) + Not a researched based role Skills + Communication Skills + Problem-Solving + Critical Thinking + Empathy and Active Listening + Spanish Qualifications + Years of experience: 2 years + Experience level: Experienced Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad. Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status. At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com. Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility). This posting is open for thirty (30) days. **get in touch** we are here to help you with your questions. KC **karen corona** + karen.corona@randstadusa.com