Escalation Specialist

Dexian; Sioux Falls (SD); Hybrid; USD 30,000 - 41,000; Full time

Job summary

Dexian is seeking an experienced customer service professional for a complaint resolution role in the United States. The position requires 3+ years in a financial services environment or equivalent insurance customer service experience, with strong de-escalation and communication skills.

The role supports a hybrid schedule with six weeks of onsite training, then five days onsite/remote. Start date is 9/27/2026, contract length 12 months, $26/hr.

Qualifications

• 3+ years of Complaint Resolution experience in a Financial Services environment, or Insurance customer service.
• Strong communication skills with the ability to de-escalate customers over the phone.
• Ability to follow policy and procedures to execute tasks repetitively.
• Pipeline and time management to handle different complaints in different statuses and meet deadlines.
• Tech savvy; able to navigate multiple systems and work from home part of the time.
• Must have empathy and thick skin to assist upset customers.

Skills

Complaint resolution

Customer service

De-escalation

Time management

Empathy

Thick skin

Tech-savvy

Policy adherence

Remote/hybrid work

Tools

CRM systems

Ticketing tools

Job description

• 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
• 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.
• Address: CHANDLER,AZ
• Pay Rate: $26/hr
• Start Date: 9/27/2026
• Position Type/Duration of Assignment: 12mo contract
• Hours/Schedule(if training schedule include here): Mon-Fri, 8a - 4:30p
• Hybrid schedule: 6 weeks of onsite training, after training will move to hybrid schedule of 5 days onsite/5 days remote