Senior Escalations Representative

3 weeks ago


Charlotte, North Carolina, United States Dexian Full time
{"title": "Senior Escalations Representative", "description": "Job Summary

This is a 12-Month Contract opportunity with Dexian's client company. If interested, please respond with an updated resume.

Job Title: Senior Escalations Representative

Location: Charlotte, NC days onsite training, cannot miss any time during training)

Hours: Mon-Fri, 8am to 4:30pm (1 week on-site, 1 week remote after training is complete)

Duration: 12-Month Contract (extensions or conversions possible)

Interview: In Person

Pay Rate: $26/hr

Responsibilities

  • Support less experienced individuals in providing resolutions for client inquiries and complaints.
  • Determine appropriate course of action and complete research to 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.
  • 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.

Qualifications

  • 3+ years of Complaint Resolution experience in a Financial Services environment, will also consider Insurance industry experience (customer service).
  • 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 and 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. It is essential that talent can set up their equipment and effectively navigate through technology.
  • MUST HAVE: Empathy – ability/experience with assisting upset customers that have a situation that want resolved immediately. Also need \"thick skin\" since some customers might take out anger on representative.

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.

", "lang_code": "en"}

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