Escalations Specialist

Job Title: Sr. Escalations Rep 3

Duration: 12 months contract with possible extensions

Location: West Des Moines, Iowa 50266

Pay Range: USD 22 - 23.50

30 days of training onsite – then will move to a hybrid model of 5 days onsite/5 days work remote

M-F, 8:00am-4:30pm

Job Description:

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. Also need “thick skin” since some customers might take out anger on representative.

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

Job Description:

Support less experienced individuals in providing resolutions for client inquiries and complaints. Determine appropriate course of action and complete research to identify customer issues. Perform complex administrative and customer support tasks by managing daily schedules, and providing work direction to the team. Assist in setting performance standards, and recommend process, or policy improvements to enhance customer satisfaction. Provide subject matter expertise and interpretation of procedures to less experienced individuals. 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.

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.

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.

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