Escalations Representative III

Dexian; Urbandale (IA); On-site; USD 35,817; Full time

Job summary

A leading staffing firm in Urbandale, IA is looking for an Escalations Representative III to manage complex customer complaints in a high-volume environment. The role includes investigating customer issues, guiding team members, and ensuring regulatory compliance. Ideal candidates will have 4+ years in customer service, particularly in financial services. This position offers a pay rate of $26/hour on a 12-month contract basis.

Qualifications

• Experience in handling escalated issues.
• Proven experience in a financial services environment.
• Ability to document resolutions effectively.

Responsibilities

• Investigate and resolve escalated customer complaints.
• Communicate with customers and senior management.
• Maintain detailed records of complaint resolutions.
• Identify opportunities to improve customer experience.

Skills

Excellent verbal and written communication skills

Ability to analyze complex situations

De-escalate tense situations

Commitment to customer service

Education

4+ years of experience in customer service

Tools

Case management systems

Communication platforms

Job description

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This range is provided by Dexian. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$26.00/yr - $26.00/yr

Job Summary:

Dexian is seeking a Escalations Representative III for an opportunity with a client located in Urbandale, IA.

Responsibilities:

• Investigating and resolving escalated customer complaints and inquiries that require in-depth analysis and specialized knowledge
  
  
  
  
• Communicating with internal and external customers, including senior management and other departments, to resolve issues and ensure customer satisfaction
  
  
  
  
• Offering guidance and support to less experienced team members, interpreting policies and procedures, and sharing knowledge to improve overall team performance
  
  
  
  
• Maintaining detailed records of complaint investigations and resolutions for tracking and reporting purposes
  
  
  
  
• Identifying opportunities to improve processes, policies, and procedures to enhance customer experience and streamline workflows
  
  
  
  
• Ensuring compliance with relevant regulations and company policies when handling escalated issues
  
  
  
  

Requirements:

• Excellent verbal and written communication skills are essential for interacting with diverse stakeholders and documenting resolutions
  
  
  
  
  
• The ability to analyze complex situations, identify root causes, and develop effective solutions is critical
  
  
  
  
  
• The ability to de-escalate tense situations, negotiate effectively, and find mutually agreeable solutions
  
  
  
  
• A commitment to providing excellent customer service and advocating for customer needs
  
• Typically requires 4+ years of experience in customer service, preferably within a financial services environment or a related field, with demonstrated experience in handling escalated issues, according to Built In
• Experience with relevant software and systems, including case management systems and communication platforms

Job Summary:

Dexian is seeking a Escalations Representative III for an opportunity with a client located in Urbandale, IA.

Responsibilities:

• Investigating and resolving escalated customer complaints and inquiries that require in-depth analysis and specialized knowledge
  
  
  
  
• Communicating with internal and external customers, including senior management and other departments, to resolve issues and ensure customer satisfaction
  
  
  
  
• Offering guidance and support to less experienced team members, interpreting policies and procedures, and sharing knowledge to improve overall team performance
  
  
  
  
• Maintaining detailed records of complaint investigations and resolutions for tracking and reporting purposes
  
  
  
  
• Identifying opportunities to improve processes, policies, and procedures to enhance customer experience and streamline workflows
  
  
  
  
• Ensuring compliance with relevant regulations and company policies when handling escalated issues
  
  
  
  

Requirements:

• Excellent verbal and written communication skills are essential for interacting with diverse stakeholders and documenting resolutions
  
  
  
  
  
• The ability to analyze complex situations, identify root causes, and develop effective solutions is critical
  
  
  
  
  
• The ability to de-escalate tense situations, negotiate effectively, and find mutually agreeable solutions
  
  
  
  
• A commitment to providing excellent customer service and advocating for customer needs
  
• Typically requires 4+ years of experience in customer service, preferably within a financial services environment or a related field, with demonstrated experience in handling escalated issues, according to Built In
• Experience with relevant software and systems, including case management systems and communication platforms

Desired Skills and Experience

Job Title: Escalations Representative III
Location: Onsite - West Des Moines, IA
Pay Rate: $26/hour
Duration: 12-Month Contract (potential for extension)

We are seeking an experienced and highly motivated Escalations Representative III to support complex customer inquiries and complaints in a high-volume financial services environment. This role requires critical thinking, investigative skills, and the ability to guide less experienced team members while ensuring a consistent, compliant, and customer-focused resolution process.

You'll act as a subject matter expert within the Escalations team, provide direction on daily activities, and independently respond to complaints escalated to the highest level.

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. Combining the best elements of its core companies, Dexian's platform connects talent, technology, and organizations to produce game-changing results that help everyone achieve their ambitions and goals.

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.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Contract

Job function

• Job function

  Customer Service

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