Job Title : Escalations Rep
Location : Salt Lake City, UT
Job Type: 12 months with possibility to convert to perm
Pay: $20-$22/hr
Hybrid – 5 days onsite, 5 days remote
Job Description:
- 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.
Preferred Skills:
- MUST: 2+ years of combined customer service in call center, specifically in an escalation group that is speaking with disgruntled or upset customers
- MUST: Banking or brokerage industry experience
- MUST: Complaint resolution experience
- Experience managing relationships with Advisor/Private Bankers
- Ability to manage production goals, deadlines, and various metrics.
- Ability to negotiate, influence, and collaborate to build successful relationships.
- Strong communication skills
- Excellent problem-solving skills.
- Reliable work history and time management skills
- Genuine concern and desire to help others – enjoy being on the phone and assisting customers 100% of the time.
- Intermediate MS Office skills
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 https://dexian.com/ 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.
Job Types: Full-time, Contract
Pay: $20.00 - $22.00 per hour
Expected hours: 40 per week
Benefits:
Experience level:
Shift:
- 8 hour shift
- Day shift
- No nights
Weekly day range:
- Monday to Friday
- No weekends
Work setting:
Experience:
- Customer service: 2 years (Preferred)
- Banking / Financial Industry: 2 years (Preferred)
Ability to Commute:
- Salt Lake City, UT 84116 (Preferred)
Ability to Relocate:
- Salt Lake City, UT 84116: Relocate before starting work (Required)
Work Location: Hybrid remote in Salt Lake City, UT 84116