Service Complaint Response Manager jobs in Utah

Title: Customer Service Specialist (Complaint Resolution)

Address: Salt Lake City, UT 84116

Pay Rate: $33-$34/hr

Shift: M-F, 8:00am-4:30pm 30 days of training onsite - then will move to a hybrid model of 5 days onsite/5 days work remote

Duration: 6-12 month contract, Conversion/Extension Eligible

Job Description:

• Operational and service complaints are on a variety of subject matter....anything ranging from poor service received at a branch or in the contact center to back office functions and transacting on the account. Case advisors have to perform research on each to determine if the issue has already been resolved and communicated to the client, and if not, work with the back office/front office and or the client to obtain information and resolve.

Most resolutions are done in writing to the client, but there may be times where it makes sense to deliver it verbally. Also, clients may call in for an update on their case or for questions after receiving the resolution letter.

Given this is a client facing role, need to be adept at diffusing situations and able to translate the information in a way the client would understand (refraining from acronyms and adding additional color to the explanation to educate the client).

• The cases will be assigned to a queue on a routine basis, where you are responsible for around 50 complaints at any given time (number subject to change based on business need). As the cases come in, you should work to triage the cases frequently and ensure working the cases in the order of risk/age.
• Expected to autonomously work through cases/deliverables. Close 8-10 cases per week on average (average because we understand some weeks you have a harder time getting responses or have harder cases, but the next week should make up for that when responses come back along with new cases being researched) with a 95% or higher quality rating assigned by the QA team.
• When working through the cases, it is important to recognize escalation needs (Elder abuse, ADA concerns, etc.) as well as opportunities to advocate for the client where needed. We may see that an error may have harmed the client financially, investigate to see if money is owed, or maybe the back office is requiring paperwork that may not necessarily be required, so we should be recognizing when we should provide credible challenge back to the business to see if they can process as is.

Qualification:

• MUST HAVE active FINRA Series 7 License (or was active within last 18 month window so it can be re-activated quickly)
• 6 months of retail brokerage experience (ideally)
• MUST have Microsoft Office experience - importing, exporting, and manipulating data
• Strong attention to detail
• Strong problem solving skills
• Strong and accurate data entry skills
• Strong organizational, multi-task, and prioritizing skills
• Must be able to work in a team environment
• Excellent verbal, written, and interpersonal communication 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.