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Escalation Specialist

Escalation Specialist

DexianSioux Falls, SD, United States
13 days ago
Job type
  • Temporary
Job description

Must Haves :

  • At least 3 years of Complaint Resolution experience in Financial Services environment, will also consider Insurance industry experience (customer service).
  • Financial services (banking, mortgage, brokerage) or insurance industry experience.
  • Professional communication skills

Job Title : Senior Escalations Rep 3

of openings : 5-10

BH ID : 968741

Pay Rate : $26

Location : 3201 North 4th Ave, 1st floor, Sioux Falls, SD 57104

Interview : managers will begin interviewing starting 6 / 26, either In Person or Virtual Interviews

Hours : Mon-Fri, 8a – 4 : 30p

Hybrid schedule : 8 weeks of onsite training, most likely onsite but there is a chance it could move to a hybrid schedule (cannot miss any time during training)

Start Date : 8 / 4 / 2025 (tentative start date)

Contract : 12 month contract, possible perm conversion but no guarantees

Hiring Manager : several managers

Required Qualifications :

  • 3+ years of Complaint Resolution experience in a Financial Services environment, will also consider Insurance industry experience (customer service).
  • Strong communication skills with the ability to de-escalate customers over the phone (expect 5+ high level calls per day)
  • Ability to communicate effectively through writing and emails
  • Ability to follow policy and procedures to execute tasks repetitively
  • Pipeline and time management – work on different complaints in different statuses while meeting deadlines
  • Tech Savvy – will toggle between various systems + screens and will also be working from home part of the time. It is essential that talent can set up their equipment and effectively navigate through technology.
  • MUST HAVE : Empathy – ability / experience with assisting upset customers that have a situation that want resolved immediately. Also need “thick skin” since some customers might take out anger on representative.
  • MUST HAVE : Listening skills
  • Positive outlook / personality
  • Strong organizational skills
  • Flexible, used to change
  • Ability to succeed in a fast paced work environment
  • Strong business acumen

    • 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.
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    Specialist • Sioux Falls, SD, United States