Escalation Resolution Specialist

3 weeks ago

Des Moines, Iowa, United States Dexian Full time
Job Title: Escalation Resolution Specialist

We are seeking an experienced Escalation Resolution Specialist to join our team at Dexian. As a key member of our Escalations team, you will be responsible for resolving complex customer complaints and inquiries in a timely and professional manner.

Key Responsibilities:
  • Support internal and external customers with inquiries and complaints regarding financial products and services.
  • Seek ways to determine appropriate course of action, conduct investigative steps to identify the issues, and process complex transactions online.
  • Perform complex administrative and customer support tasks.
  • Review complaints for regulatory and non-regulatory flags and classify risks appropriately in case management system to ensure customer issues are addressed while maintaining compliance with internal company requirements and standards.
  • Respond independently to complaints escalated at the highest level.
  • Interact with internal and external customers to resolve their issues.
  • Interact with the immediate Escalations team to oversee day-to-day activities of the support Escalations team.
Requirements:
  • 4+ years of customer contact within a Financial Services environment, Underwriting, Quality Assurance experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, or education.
  • Strong communication skills with the ability to de-escalate customers over the phone (expect 5+ high-level calls per day)
  • Ability to communicate effectively through writing and emails.
  • Ability to follow Policy + Procedures to execute tasks repetitively.
  • Pipeline and time management - work on different complaints in different statuses while meeting deadlines.
  • Tech Savvy - will toggle between various systems + screens and will also be working from home part of the time.
About Dexian:

Dexian is a leading provider of staffing, IT, and workforce solutions with over 12,000 employees and 70 locations worldwide. As one of the largest IT staffing companies and the 2nd largest minority-owned staffing company in the U.S., Dexian was formed in 2023 through the merger of DISYS and Signature Consultants. Combining the best elements of its core companies, Dexian's platform connects talent, technology, and organizations to produce game-changing results that help everyone achieve their ambitions and goals.

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.

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