Escalations Representative (Customer Service)

Job Title: Senior Escalations Customer Service Representative

Location: Charlotte, NC

Hours: Mon-Fri 8am - 4:30pm

Contract: 12-month contract

Hybrid schedule: 6 weeks of onsite training, after training will move to hybrid (5 days onsite/5 days remote) CANNOT MISS ANY TIME DURING TRAINING

Must Haves:

At least 3 years of Complaint Resolution experience in Financial Services environment, will also consider Insurance industry experience (customer service).

Financial services (banking, mortgage, brokerage) or insurance industry experience.

Professional communication skills

Job Description:

• Support internal and external customers with inquiries and complaints regarding financial products and services.
• Seek ways to determine appropriate course of action, conduct investigative steps to identify the issues, and process complex transactions online.
• Perform complex administrative and customer support tasks
• Review complaints for regulatory and non-regulatory flags and classify risks appropriately in case management system to ensure customer issues are addressed while maintaining compliance with internal company requirements and standards.
• Respond independently to complaints escalated at the highest levels.
• Interact with internal and external customers to resolve their issues.
• Interact with the immediate escalations team to oversee day to day activities of the support Escalations Team.

Required Qualifications:

• 3+ years of Complaint Resolution experience in a Financial Services environment, will also consider Insurance industry experience (customer service).
• Strong communication skills with the ability to de-escalate customers over the phone (expect 5+ high level calls per day)
• Ability to communicate effectively through writing and emails
• Ability to follow policy and procedures to execute tasks repetitively
• Pipeline and time management - work on different complaints in different statuses while meeting deadlines

Tech Savvy - will toggle between various systems + screens and will also be working from home part of the time. It is essential that talent can set up their equipment and effectively navigate through technology.

MUST HAVE: Empathy - ability/experience with assisting upset customers that have a situation that want resolved immediately.

MUST HAVE:

• Listening skills
• Positive outlook/personality
• Strong organizational skills
• Flexible, used to change
• Ability to succeed in a fast-paced work environment
• Strong business acumen

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.