Dexian · 1 day ago
Complaints Resolution - Series 7
Charlotte, NC
Contract
Onsite
New Grad, Entry Level
$30/hr - $32/hr
0+ years expDexian is a leading provider of staffing, IT, and workforce solutions. They are seeking a Complaints Resolution professional to handle operational and service complaints, perform research, and resolve issues for clients while maintaining a high quality of service.
ConsultingHuman ResourcesInformation TechnologyProfessional ServicesStaffing Agency
Hiring Manager
Prashant Prajapati
Responsibilities
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
Required
MUST HAVE active FINRA Series 7 License (or was active within last 2 year 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
Preferred
Experience handling client complaints is a major plus
Company
Dexian
Dexian provides services for staffing, talent development, and consulting, with a focus on technology, finance, and project management.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Mahfuz Ahmed
Chairman of the Board
Vikram Motiani
Managing Director
Recent News
2025-11-19
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