Senior Escalations Specialist – Financial Complaints

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

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.