Escalations Representative 3

We are seeking a skilled Escalations Representative to join our team in West Des Moines, IA. In this role, you will handle high-level customer inquiries and complaints, conducting detailed research and coordinating with internal stakeholders to resolve complex issues. This is a valuable opportunity for professionals with a background in financial services, underwriting, or quality assurance to enhance customer satisfaction, improve processes, and support compliance efforts.

• Assist internal and external customers with inquiries and complaints related to financial products and services.
• Determine the appropriate course of action and conduct investigative research to resolve complex customer issues.
• Manage administrative tasks and support daily operations, including scheduling and providing work direction.
• Review complaints for regulatory and non-regulatory concerns, assess risk levels, and ensure proper case handling and documentation.
• Close cases after resolution and notify relevant team members to facilitate customer follow-up.

• Four or more years of experience in customer-facing roles within a financial services, underwriting, or quality assurance environment, or equivalent experience through work, training, or military service.
• Demonstrated ability to resolve escalated customer issues professionally and independently.
• Strong analytical skills with the capability to perform investigative research and process complex transactions.

• Excellent verbal communication and de-escalation skills, with the ability to manage over five high-level customer calls daily.
• Strong written communication skills for email correspondence and case documentation.
• Consistent adherence to policies and accuracy in task execution.
• Effective pipeline and time management skills to handle multiple complaints at varying stages.
• Proficiency with multiple systems and applications.
• Self-sufficient in remote work environments, including the setup and navigation of requisite tools.

This position offers a chance to apply your expertise in a dynamic environment, contributing directly to customer satisfaction and operational improvements. You will work with a team that values professionalism, problem-solving, and continuous development, all within a flexible, remote-capable setup.

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 .

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.