Escalations Representative III

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This range is provided by Dexian. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$26.00/yr - $26.00/yr

Job Summary:

Dexian is seeking a Escalations Representative III for an opportunity with a client located in Urbandale, IA.

Responsibilities:

• Investigating and resolving escalated customer complaints and inquiries that require in-depth analysis and specialized knowledge
• Communicating with internal and external customers, including senior management and other departments, to resolve issues and ensure customer satisfaction
• Offering guidance and support to less experienced team members, interpreting policies and procedures, and sharing knowledge to improve overall team performance
• Maintaining detailed records of complaint investigations and resolutions for tracking and reporting purposes
• Identifying opportunities to improve processes, policies, and procedures to enhance customer experience and streamline workflows
• Ensuring compliance with relevant regulations and company policies when handling escalated issues

Requirements:

• Excellent verbal and written communication skills are essential for interacting with diverse stakeholders and documenting resolutions
• The ability to analyze complex situations, identify root causes, and develop effective solutions is critical
• The ability to de-escalate tense situations, negotiate effectively, and find mutually agreeable solutions
• A commitment to providing excellent customer service and advocating for customer needs
• Typically requires 4+ years of experience in customer service, preferably within a financial services environment or a related field, with demonstrated experience in handling escalated issues, according to Built In
• Experience with relevant software and systems, including case management systems and communication platforms

Job Summary:

Dexian is seeking a Escalations Representative III for an opportunity with a client located in Urbandale, IA.

Responsibilities:

• Investigating and resolving escalated customer complaints and inquiries that require in-depth analysis and specialized knowledge
• Communicating with internal and external customers, including senior management and other departments, to resolve issues and ensure customer satisfaction
• Offering guidance and support to less experienced team members, interpreting policies and procedures, and sharing knowledge to improve overall team performance
• Maintaining detailed records of complaint investigations and resolutions for tracking and reporting purposes
• Identifying opportunities to improve processes, policies, and procedures to enhance customer experience and streamline workflows
• Ensuring compliance with relevant regulations and company policies when handling escalated issues

Requirements:

• Excellent verbal and written communication skills are essential for interacting with diverse stakeholders and documenting resolutions
• The ability to analyze complex situations, identify root causes, and develop effective solutions is critical
• The ability to de-escalate tense situations, negotiate effectively, and find mutually agreeable solutions
• A commitment to providing excellent customer service and advocating for customer needs
• Typically requires 4+ years of experience in customer service, preferably within a financial services environment or a related field, with demonstrated experience in handling escalated issues, according to Built In
• Experience with relevant software and systems, including case management systems and communication platforms