Escalations Representative

Escalations Representative 2 - Contingent

Location:

West Des Moines, IA

We are seeking an Escalations Representative 2 to support internal and external customers with complex inquiries and complaints related to financial products and services. In this role, you will investigate issues, process transactions, review and classify complaints for regulatory risk, and provide resolutions for escalated customer concerns. You will work closely with customers, business partners, and the Escalations team to ensure issues are resolved accurately and in compliance with company policies.

• Investigate and resolve escalated customer complaints.
• Review complaints for compliance and risk indicators.
• Perform complex administrative and customer support tasks.
• Communicate with customers and internal partners to identify solutions.
• Maintain accurate records and meet required timelines.
• Provide feedback on process improvements and support team operations.

• 3+ years of experience in Customer Service, Financial Services, Underwriting, Quality Assurance, or a related field.
• Strong verbal and written communication skills, including the ability to de-escalate challenging customer situations.
• Ability to manage multiple cases, meet deadlines, and follow established policies and procedures.
• Strong computer and technology skills with the ability to navigate multiple systems.

Dexian, LLC 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.