Senior Escalations Representative

As a Senior Escalations Representative at Dexian, you will play a critical role in supporting less experienced individuals in providing resolutions for client inquiries and complaints. Your expertise will be essential in determining the appropriate course of action and conducting investigative steps to fully identify customer issues.

You will perform complex administrative and customer support tasks, managing daily schedules and providing work direction to the team. Your ability to set performance standards and recommend process or policy improvements will be key in enhancing customer satisfaction.

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.
• 3+ years of Complaint Escalation experience, preferably within a Financial Services environment.

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.

Dexian's brands include Dexian DISYS, Dexian Signature Consultants, Dexian Government Solutions, Dexian Talent Development, and Dexian IT Solutions. Visit https://dexian.com/ to learn more.

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.