Escalations Specialist I

Overview

When you think of InComm Payments, think of Innovative Payments Technology. We were founded over 30 years ago and continue to be a pioneer in the payment (FinTech) industry. Since our inception, we have grown to be a team of over 3,000 employees in 35 countries around the world. We own over 400 global technical patents and a network that includes over 525,000 points of retail distribution that points to our industry expertise.

InComm Payments works with the most recognized and valued brands in the world, and we are partnered with most of the world’s leading merchants. InComm Payments is highly focused on our people and their growth, and we work hard to make a career at InComm Payments meaningful and rewarding. We value innovation, quality, passion, integrity, and responsibility in all that we do, and we are looking for great people to join our team as we move forward towards a very bright future.

You can learn more about InComm Payments by visiting our Website or connecting with us on LinkedIn, YouTube, Twitter, Facebook, or Instagram.

About This Opportunity

The Escalations Specialist will provide and maintain the highest level of quality and commitment to customer excellence through the resolution of escalated consumer complaints. This role facilitates the research and resolution of complaints received from Regulatory Agency and Executive channels, ensuring processes were followed correctly and advocating for our customers and our company.

Responsibilities

• Research and respond to Executive and Regulatory Agency complaints. Complaints are highly time-sensitive, require knowledge of all products and platforms, strong analytical skills and effective verbal and written communication skills to be able to provide clarity to issues to various agencies; including, but not limited to the CFPB, and FDIC. Trends should also be reported to the management team weekly or as discovered.
• This requires knowledge of all products and platforms, analytical skills, and the ability to clearly communicate information on trends to management.
• Manage Tier III escalations coming from various call centers and departments. Report on trends.
• Additional duties as assigned.

Qualifications

• Must have demonstrated strong communication (written and oral), organizational, research and time-management skills.
• Must be able to handle multiple tasks while working independently, as well as interact well with others.
• Microsoft Word and Excel knowledge required.
• Must possess a strong work ethic and dependability a must.
• Must be able to pass background and credit check in accordance with InComm’s certification requirements.
• High School Diploma or Equivalent.

InComm Payments provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, citizenship, veteran’s status, age, disability status, genetics or any other category protected by federal, state, or local law.

*This position is eligible for the Employee Referral Bonus Program - Tier I

#LI-LW1

• Research and respond to Executive and Regulatory Agency complaints. Complaints are highly time-sensitive, require knowledge of all products and platforms, strong analytical skills and effective verbal and written communication skills to be able to provide clarity to issues to various agencies; including, but not limited to the CFPB, and FDIC. Trends should also be reported to the management team weekly or as discovered.
• This requires knowledge of all products and platforms, analytical skills, and the ability to clearly communicate information on trends to management.
• Manage Tier III escalations coming from various call centers and departments. Report on trends.
• Additional duties as assigned.

• Must have demonstrated strong communication (written and oral), organizational, research and time-management skills.
• Must be able to handle multiple tasks while working independently, as well as interact well with others.
• Microsoft Word and Excel knowledge required.
• Must possess a strong work ethic and dependability a must.
• Must be able to pass background and credit check in accordance with InComm’s certification requirements.
• High School Diploma or Equivalent.

InComm Payments provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, citizenship, veteran’s status, age, disability status, genetics or any other category protected by federal, state, or local law.

*This position is eligible for the Employee Referral Bonus Program - Tier I

#LI-LW1