Job Description

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

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