Seeking a skilled Escalations Representative, the full-time position based in West Des Moines, IA will manage high-level customer inquiries and complaints, conduct detailed research, and coordinate with internal stakeholders to resolve complex issues in the financial services sector. Key Responsibilities Assist internal and external customers with inquiries and complaints related to financial products and services Determine the appropriate course of action and conduct investigative research to resolve complex customer issues Review complaints for regulatory and non-regulatory concerns, assess risk levels, and ensure proper case handling and documentation Required Qualifications Four or more years of experience in customer-facing roles within a financial services, underwriting, or quality assurance environment Demonstrated ability to resolve escalated customer issues professionally and independently Strong analytical skills with the capability to perform investigative research and process complex transactions