Escalations Specialist ($25/hr)

Escalation Specialist

Schedule: Monday-Friday 8am-5pm Location: See specific site locations at the bottom -- Hybrid (1 week in-office / 1 week remote after training)

About the Role

We are seeking experienced professionals to join a Complaints Department handling escalated customer complaints related to credit cards, checking accounts, and business banking. This is a contract-to-hire opportunity with strong potential for permanent placement based on performance and business needs.

Key Responsibilities

• Manage and resolve escalated complaints from intake through resolution.
• Conduct thorough research and analysis to determine appropriate resolution paths.
• Communicate with customers via phone and email to de-escalate and resolve issues.
• Collaborate with internal departments to gather information and ensure timely resolution.
• Document all actions and findings in a web-based case management system.
• Review complaints for regulatory and non-regulatory flags and ensure compliance with internal policies.
• Handle 5–10 active complaint cases at a time, managing multiple statuses and deadlines.

Required Qualifications

• 4+ years of customer contact experience in Financial Services, including roles such as:
• Senior Customer Service
• Underwriting
• Loan/Mortgage Processing
• Research or Quality Assurance
• Strong communication skills, especially in de-escalating high-level customer concerns.
• Proficiency in Microsoft Office Suite (Word, Outlook, Excel, Teams).
• Ability to follow structured policies and procedures with attention to detail.
• Strong time management and multitasking skills.

Work-from-Home Requirements

• Access to high-speed internet via Ethernet connection.
• A quiet, private workspace at home.
• A secure location to store company-provided desktop equipment.

Disqualifiers

• Primarily medical or non-financial customer service experience.
• Inconsistent or short-term call center roles.
• Lack of professional office experience.

Hybrid Work Locations

• Charlotte, NC
• San Antonio, TX
• Chandler, AZ
• Des Moines, IA
• Minneapolis, MN
• Salt Lake City, UT
• Sioux Falls, SD

Apply Now If you're ready to take the next step in your financial services career and thrive in a fast-paced, customer-focused environment, apply today to join this dynamic team.

Pay and Benefits The pay range for this position is $25.00 - $25.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type This is a hybrid position in Minneapolis, MN.

Application Deadline This position is anticipated to close on Sep 10, 2025.

About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.