Financial Services Representative - Hybrid

Financial Services Representative – Escalation's Specialist

Location: Hybrid (3 days in-office, 2 days remote) Pay: $25/hr Shift: 8am-5pm (M-F), Training: 8am-5pm (M-F)

Role Summary

As a Financial Services Representative (Escalations Specialist), you will own the end-to-end resolution of customer complaints. Each case is assigned through a pipeline system and must be resolved within a 10-day service level agreement. You will investigate issues, follow standard operating procedures, and communicate directly with customers to ensure resolution and satisfaction.

Key Responsibilities

• Manage a caseload of 5 to 14 active customer complaints
• Review and compile case documentation
• Investigate issues using internal SOPs and resources
• Communicate with customers to provide updates and resolution
• Close cases within SLA timelines
• Collaborate with internal teams to ensure compliance and consistency

Ideal Candidate Profile

Must have experience in financial services (banking, brokerage, annuities, mortgage etc) Strong customer contact experience managing a pipeline Proven success in escalations, case management, or team leadership Ability to manage multiple priorities in a pipeline-based workflow Skilled in navigating SOPs and regulatory frameworks Clear and professional written and verbal communication

Work Assignment and Prioritization

Work is assigned through a structured pipeline. Representatives prioritize their day based on case urgency, SLA deadlines, and customer needs. The role requires balancing investigative work with proactive outreach and timely follow-up.

Why Join This Financial Institute

Be part of a mission-driven team focused on customer advocacy Flexible hybrid work schedule Exposure to a wide range of financial products and services Opportunity to grow within a high-impact, customer-centric environment

Pay and Benefits

The pay range for this position is $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 Charlotte, NC.

Application Deadline

This position is anticipated to close on Sep 3, 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 regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.