Escalations Representative 2 – Contingent

Job Title : Escalations Specialist

Work Location: Sioux Falls SD 57104

Duration: 6+ months

Payrate $20- $21 per hour

Job Description:

• Support Escalations; proactively provide feedback and present ideas for improving or implementing processes and tools with Escalations impact.
• Perform complex transactional or customer support tasks.
• Provide support on escalated questions. Interact with client personnel on a wide range of information.
• 3+ years of Customer Service, Financial Services, Underwriting, or Quality Assurance support experience, or equivalent demonstrated through one or a combination of the following: work or consulting experience, training, military experience, education.
• 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 level.
• 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.
• 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 + 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.

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.