Position: Escalations Representative
Location: Shoreview, MN
Duration: 6+ months of contract with possible extension
Working hours: 8 am – 5pm
Working days: Mon – Fri
Hybrid: 1 week in office & 1 week remote
30-day training onsite then turns into hybrid role -3 days at office 2 from home.
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 moderately complex initiatives to resolve client issues and 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.
- Receive direction from supervisors, and escalate non-routine client concerns to more experienced individuals Interact with internal and external customers to respond to the raised concerns, as well as determine appropriate course of action
- Serve as an intermediary between parties to resolve disputed matters, negotiates, and enact settlements accordingly.
Required Qualifications:
- 4+ years of contact experience in a Financial Services environment, or equivalent, demonstrated through one or a combination of the following: work experience, training, military experience, education.
Experience:
- 4 years of customer service (Complaint Management)
- Experience in Banking (preferred) or investments and advisory experience.
- Experience with excellent written and oral communications.
- Experience researching and documenting.
- Experience with ECMP System preferred but not needed.
- Someone Studying for their SIE (Securities Industry Essentials) is preferred.
- High attention to detail
- Complaint Management (Preferred)
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 to learn more.
https://dexian.com/
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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.
Job Types: Full-time, Contract
Pay: $20.00 - $22.00 per hour
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Experience:
- Call center: 3 years (Required)
- Customer service: 3 years (Required)
- Banking/Investment/Financial Industry: 3 years (Required)
Work Location: Remote