Job Title - Escalations Representative
Location - Sioux Falls, SD
Pay Range : $20 - $21/hr. (Without Benefits )
Duration - 12 + months contract
Job Description:
Escalations: Covers jobs responsible for managing escalated customer complaints companywide for mostly banking products, which will require special handling. Majority of the calls/emails will be from upset customers. Showing empathy to the customer, obtaining information about the customer's situation, and letting them know the situation will be taken care of and resolved.
- The intake team intakes the escalated complaint and directs it to the appropriate research group. Handles it for the Enterprise.
- Likely 7-12 calls per day.
- If someone is dissatisfied with customer service, even in a branch, and uses high risk terms like theft or discrimination, they'll likely be transitioned to this team.
- Needs to be highly comfortable and experienced with dealing with people on the phone and have great communication skills.
- Can't be scared to talk to customers, can't get rattled. Very customer centric.
- Great attention to detail and organizational skills. Usually, an upset person is saying a lot of information very quickly, this person needs to accurately capture those details while also being empathetic.
- Should be able to actively listen, will likely be the 5th or 6th person the customer is talking to and they need to be heard out.
- Able to navigate computer systems. Once they gather this information, they'll hand it off to the right research team.
- Successful agents have positivity, are engaged with the process and the customer.
- Needs to be able to succeed in a fast-paced environment. Needs to be able to flex between handling a phone case and a written case.
- Needs to understand how to work in an office environment. Strong work ethic, need to be punctual and dependable.
- Candidates should be high caliber individuals who want to join the clients team and be capable of handling things that have been escalated.
Must Haves:
- At least 2 years of customer service experience speaking with escalated calls or upset customers.
- Financial services (banking, mortgage, brokerage) or insurance industry experience.
- Professional communication skills
Required Qualifications:
- 2+ years of customer service experience in a Financial Services environment
- MUST HAVE: Listening skills
- MUST HAVE: Strong/professional communication skills
- Experience working with several different software/systems simultaneously
- Positive outlook/personality
- Strong organizational skills
- Flexible, used to change
- Ability to succeed in a fast-paced work environment
- Strong business acumen
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 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.
