Escalations Representative – Contingent

Job Title: Escalations Rep 2

Location: Shoreview, MN 55126 (Hybrid after completion of onsite training)

Pay-range: $20-21/hr.

We're looking for an Escalations Representative to join the Intake Team. In this role, you'll be the first point of contact for customers calling to raise complaints about the client's financial products and services. You'll listen to their concerns, gather all necessary information, accurately document and register the complaint, and route it to the appropriate team for investigation and resolution. While you won't be responsible for resolving every complaint yourself, you'll play a critical role in ensuring each case is documented correctly and handled efficiently.

• Answer calls from customers who want to file complaints about financial products and services.
• Gather and document all relevant information accurately.
• Register complaints in the case management system.
• Route complaints to the appropriate internal team for further investigation and resolution.
• Review complaints for regulatory and compliance requirements.
• Maintain accurate documentation while following company policies.
• Provide professional and empathetic customer service throughout each interaction.

• 3+ years of experience in Customer Service, Financial Services, Underwriting, Quality Assurance, or a related field.
• Strong communication and active listening skills.
• Excellent attention to detail and documentation skill.
• Ability to handle sensitive customer conversations professionally.
• Experience with complaint intake, case management, or escalations is a plus.

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.