Sr. Escalations Representative 3

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

Job Title: Sr. Escalations Representative 3

Duration : 12+ Months (Higher Possibility of extension & conversion )

Pay-range: $25 to $26/hr

About the Role:

Seeking an experienced Complaint Resolution Specialist with 3+ years of experience in complaint resolution within the financial services or insurance industry. The ideal candidate will have excellent communication, active listening, empathy, and de-escalation skills, with the ability to assist upset customers and resolve complex issues professionally.

The role involves investigating and resolving customer complaints, identifying appropriate solutions, processing complex transactions, and ensuring compliance with company policies and regulatory requirements. The candidate will manage multiple complaints across different statuses and meet deadlines in a fast-paced environment.

Key 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 accurately 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.

Key Qualifications:

• 3+ years of complaint resolution experience in financial services or customer service experience in the insurance industry.
• Strong verbal and written communication skills with proven de-escalation abilities.
• Excellent listening, empathy, and customer service skills.
• Strong organizational, time-management, and pipeline-management abilities.
• Ability to follow policies and procedures consistently while handling repetitive tasks accurately.
• Tech-savvy and comfortable working across multiple systems and screens, including a hybrid/remote work environment.
• Comfortable handling difficult customer interactions with professionalism and resilience.
• Positive attitude, flexibility, and ability to adapt to change.
• Ability to perform effectively in a fast-paced environment.
• Strong business acumen and sound judgment.

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.