Client Service Support- Complaints

Dexian; Charlotte (NC); Hybrid; USD 41,000 - 44,000; Full time

Benefits offered by this job

Hybrid work schedule

Onsite training

Job summary

Dexian is seeking a Client Service Specialist - Complaint Resolution - Series 7 to serve as a Case Advisor, researching, managing, and resolving client complaints for our financial services clients.

The role requires independent investigation, collaboration with front- and back-office partners, and clear, timely communications to clients while upholding quality and compliance standards on a hybrid schedule with an initial onsite training period.

Qualifications

• Series 7 licensing is required.
• Client-facing service experience in brokerage/wealth management.
• Strong Excel and data management skills.

Responsibilities

• Manage approximately 50 active complaint cases at a time.
• Perform research and fact-find to determine resolutions.
• Partner with front-office and back-office teams.
• Draft professional client communications and resolution letters.
• Provide phone updates to clients as needed.
• Prioritize cases by risk level and aging.
• Identify escalation situations including: elder abuse, ADA-related issues, regulatory risks.
• Advocate for clients and challenge internal processes to support fair outcomes.
• Maintain quality standards and compliance.

Skills

Series 7 licensing

Client-facing service experience

Complaint/escalation handling

Tools

Excel

Job description

Job Title: Client Service Specialist - Complaint Resolution - Series 7

Duration: 6-12 month + conversion to higher perm

Hybrid Schedule

• First 30 days: 100% onsite training
• After training: Hybrid schedule (5 days onsite / 5 days remote rotation)

Pay range: $30-$32/hr

Job Description

The Customer Service Specialist serves as a Case Advisor responsible for researching, managing, and resolving customer complaints for clients.

Cases may involve:

• Contact center issues
• Account transactions
• Back-office processing concerns

This role requires professionals who can independently investigate issues, coordinate with multiple business partners, communicate effectively with clients, and provide timely resolutions while maintaining a high level of quality and compliance.

Day-to-Day Responsibilities

• Manage approximately 50 active complaint cases at a time
• Perform research and fact-finding to determine appropriate resolution
• Partner with front-office and back-office teams
• Draft professional client communications and resolution letters
• Provide phone updates to clients as needed
• Prioritize cases by risk level and aging
• Identify escalation situations including:
• Elder abuse concerns
• ADA-related issues
• Regulatory risks
• Advocate for clients when appropriate
• Challenge internal processes when warranted to support fair client outcomes
• Maintain quality standards and compliance requirements

Performance Expectations

• Close approximately 8-10 cases weekly
• Maintain 95%+ QA quality scores
• Work independently with minimal supervision
• Demonstrate strong judgment in risk identification and escalation
• Deliver exceptional client experience in high-touch situations

Ideal Candidate Profile

The strongest candidates will come from a brokerage or wealth management environment where they have combined:

• Series 7 licensing- A MUST
• Client-facing service experience
• Complaint or escalation handling
• Excel and data management skills

Dexian stands at the forefront of Talent + Technology solutions with a presence spanning more than 70 locations worldwide and a team exceeding 10,000 professionals. As one of the largest technology and professional staffing companies and one of the largest minority-owned staffing companies in the United States, Dexian combines over 30 years of industry expertise with cutting-edge technologies to deliver comprehensive global services and support.

Dexian connects the right talent and the right technology with the right organizations to deliver trajectory-changing results that help everyone achieve their ambitions and goals. To learn more, please visit https://dexian.com/.

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.