Senior Escalations Specialist: Remote Complaint Resolution

Dexian; Sioux Falls (SD); Hybrid; USD 71,635,000 - 74,501,000; Full time

Job summary

Dexian in the United States is seeking a Sr. Escalations Representative to resolve complex customer complaints in financial services.

The role requires 3+ years of complaint resolution experience, strong communication, empathy and de-escalation skills to assist upset customers and achieve compliant outcomes. You will investigate and resolve complaints, process complex transactions, classify cases, and collaborate with internal teams in a fast-paced hybrid/remote environment.

Qualifications

• 3+ years of complaint resolution experience in financial services or insurance.
• Strong verbal and written communication with proven de-escalation abilities.
• Excellent listening, empathy, and customer service skills.
• Ability to follow policies and procedures while handling repetitive tasks accurately.
• Experience in hybrid/remote work environments.

Responsibilities

• Handle internal and external customer inquiries and complaints related to financial products and services.
• Investigate customer concerns and determine appropriate courses of action.
• Process complex transactions and administrative support tasks.
• Review complaints for regulatory and non-regulatory risks and classify cases in the case management system.
• Independently resolve high-level and escalated complaints.
• Communicate with customers and internal teams to achieve timely resolutions.
• Support the Escalations Team with day-to-day activities and issue resolution.

Skills

Complaint resolution

Customer service

Active listening

De-escalation

Communication

Job description

Dexian in the United States is seeking a Sr. Escalations Representative to resolve complex customer complaints in financial services.

The role requires 3+ years of complaint resolution experience, strong communication, empathy and de-escalation skills to assist upset customers and achieve compliant outcomes. You will investigate and resolve complaints, process complex transactions, classify cases, and collaborate with internal teams in a fast-paced hybrid/remote environment.