Escalations Representative - Financial Services

Dexian; Shoreview (MN); On-site; USD 55,000 - 75,000; Full time

Job summary

Dexian is seeking a Senior Escalations Representative to handle high-level customer complaints within a financial services context. You will investigate, resolve, and manage multiple cases while ensuring compliance and accurate documentation.

You will mentor junior team members, coordinate with internal teams, and maintain service quality under regulatory standards. This bench-building role emphasizes empathy, effective communication, and independent decision-making.

Qualifications

• Minimum 3 years in complaint resolution or customer service, preferably financial services.
• Strong communication skills with the ability to de-escalate over the phone and via email.
• Ability to handle 5–10 cases concurrently with excellent organization.
• Experience using multiple systems and tools simultaneously.
• Proven ability to work independently and meet deadlines under pressure.
• Deep understanding of complaint resolution processes and regulatory standards.
• Excellent interpersonal skills, diplomacy, and tact.
• High emotional intelligence and professionalism when handling sensitive issues.
• Tech-savvy with ability to navigate various computer systems efficiently.

Responsibilities

• Serve as a senior escalation point of contact, independently managing and resolving complex complaints.
• Support and guide less experienced team members.
• Review escalated complaints for regulatory and non-regulatory flags, classifying risks accurately within case management systems.
• Gather detailed information from customers through active listening and effective communication, ensuring accurate documentation while demonstrating empathy and tact.
• Conduct investigations using available resources and internal tools to identify issues and determine appropriate course of action.
• Collaborate with internal teams to resolve customer issues and oversee day-to-day operations within the escalations team.
• Respond independently to cases escalated at the highest levels, handling multiple cases simultaneously in a fast-paced environment.
• Assist in setting performance standards, identifying process improvements, and enhancing customer satisfaction.
• Maintain compliance with internal standards and external regulations throughout all case handling activities.

Skills

Communication skills

Empathy

Organizational skills

Time management

Tech-savvy

Tools

Case management systems

Job description

This role is to support the organization as a Senior Escalations Representative or Escalations Specialist within a complaint resolution team. The position involves handling high-level customer complaints, conducting investigations, providing resolutions, and managing multiple cases concurrently. It focuses on delivering excellent customer service, ensuring compliance with internal policies and regulations, and supporting less experienced team members. These positions are part of a bench-building initiative to fill future openings on short notice, with a focus on complaint resolution around financial products and services.

Key Responsibilities

• Serve as a senior escalation point of contact, independently managing and resolving complex complaints from customers, primarily related to financial products such as banking deposits and credit cards.
• Support and guide less experienced team members in complaint resolution processes.
• Review escalated complaints for regulatory and non-regulatory flags, classifying risks accurately within case management systems.
• Gather detailed information from customers through active listening and effective communication, ensuring accurate documentation while demonstrating empathy and tact.
• Conduct investigations using available resources and internal tools to identify issues and determine appropriate course of action.
• Collaborate with internal teams to resolve customer issues and oversee day-to-day operations within the escalations team.
• Respond independently to cases escalated at the highest levels, handling multiple cases simultaneously in a fast-paced environment.
• Assist in setting performance standards, identifying process improvements, and enhancing customer satisfaction.
• Maintain compliance with internal standards and external regulations throughout all case handling activities.

Required Qualifications

• At least 3 years of experience in complaint resolution or customer service, preferably within a financial services environment.
• Strong communication skills, with the ability to de-escalate upset customers over the phone and communicate effectively via email.
• Demonstrated capability of handling 5-10 cases concurrently with excellent organizational skills.
• Experience using multiple systems and tools simultaneously.
• Proven ability to work independently, manage time effectively, and meet deadlines under pressure.
• Deep understanding of complaint resolution processes and regulatory standards.
• Excellent interpersonal skills, diplomacy, and tact when interacting with customers and internal teams.
• High level of emotional intelligence, patience, and professionalism in handling sensitive or high-risk issues.
• Tech savvy with the ability to navigate various computer systems efficiently.

Preferred Qualifications

• Experience working with complaint resolution within a financial institution such as banking, mortgage, brokerage, or insurance.
• Experience with de-escalation techniques and conflict management.
• Background in working in a pipeline of casework with adherence to metrics and goals.
• Knowledge of internal governance frameworks and internal procedures.
• Experience working in a high-volume, regulated environment with a focus on customer care.

Why This Opportunity May Be Appealing

• Opportunity to work in a high-responsibility, customer-centric role supporting major financial queries and complaints.
• Flexibility in supporting different types of escalations and handling complex customer issues.
• Development of expertise in complaint management and resolution within a supportive team environment.
• Ideal for individuals seeking a challenging role that requires active problem-solving, empathy, and communication excellence.
• A great stepping stone to advance within a dynamic, fast-paced organization that values dependable, high-caliber professionals.

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.