Escalation Resolution Specialist

3 weeks ago


West Des Moines, Iowa, United States Dexian Full time

{"h1": "Escalations Representative 3", "p": "At Dexian, we are seeking a highly skilled Escalations Representative 3 to join our team. As a key member of our support team, you will be responsible for providing resolutions for client inquiries and complaints.

Responsibilities:

* Support less experienced individuals in providing resolutions for client inquiries and complaints.
* Determine appropriate course of action and conduct investigative steps to fully identify customer issues.
* Perform complex administrative and customer support tasks by managing daily schedules, and providing work direction to the team.
* Assist in setting performance standards, and recommend process or policy improvements to enhance customer satisfaction.
* Provide subject matter expertise and interpretation of procedures to less experienced individuals.
* Respond independently to complaints escalated at the highest level.

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 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.

We are 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.

If you are a motivated and experienced professional looking for a new challenge, please submit your application.

We look forward to hearing from you"}



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