Location: Charlotte, NC

Pay Rate: $30-32 per hour

Position Type/Duration: 6-12 months

Key Qualifications:

1. Active FINRA Series 7 License (or one that was active within the last 2 years and can be quickly re-activated) *
2. Retail Brokerage Experience: Minimum of 6 months preferred
3. Microsoft Office Skills: Proficient in importing, exporting, and manipulating data *
4. Exceptional attention to detail
5. Strong problem-solving abilities
6. Accurate data entry skills
7. Excellent organizational, multitasking, and prioritization skills
8. Ability to collaborate effectively in a team environment
9. Excellent verbal, written, and interpersonal communication skills

Job Responsibilities:

• Address operational and service complaints on various topics, including branch service, contact center issues, back office functions, and account transactions.
• Research each issue to determine if it has been resolved and communicated to the client. If not, work with relevant parties to resolve the issue.
• Communicate resolutions to clients, primarily in writing but occasionally verbally.
• Respond to client inquiries for updates or questions following the resolution.
• Manage approximately 50 complaints at any given time, prioritizing based on risk and age.
• Work autonomously to resolve cases, aiming to close 8-10 cases per week with a quality rating of 95% or higher from the QA team.
• Recognize when to escalate issues (e.g., elder abuse, ADA concerns) and advocate for clients when necessary.
• Investigate potential financial harm to clients due to errors and challenge business processes when necessary to advocate for client interests.

Ideal Candidate Traits:

• Proficient at diffusing situations and explaining complex information in a client-friendly manner.
• Capable of working independently and managing a high volume of cases efficiently.
• Strong analytical skills to identify when to escalate issues or challenge business processes.

Schedule:

• Training: 30 days onsite
• Post-training: Hybrid model (5 days onsite, 5 days remote)
• Hours: Monday to Friday, 7:30 AM - 4:00 PM

Interview Process:

• A 10-minute recorded Zoom interview where the candidate answers 3 questions about their past experience relevant to this role.
• The recording and resume will be reviewed by the hiring manager for decision-making.

Interview Method: 10-minute video conference

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.