Escalation Specialist

TEKsystems
$25.00 / hr
life insurance, sick time, 401(k), retirement plan
United States, Iowa, Des Moines
Sep 04, 2025
We're hiring Complaint Resolution Specialists to manage escalated cases related to credit cards, checking accounts, and business banking. This is a great opportunity for professionals with experience in customer service, financial services, or complaint handling who are ready to take ownership of complex cases and drive them to resolution. What You'll Be Doing As part of the Complaint Case Worker Team, you'll take over complaints that have already gone through initial intake and are ready for full investigation and resolution. Your day-to-day will include: * Customer Interaction: Speak directly with customers to understand their concerns and gather additional information. * Investigation: Research the complaint, collaborate with internal departments, and determine the appropriate resolution. * Case Management: Manage 5-10 active cases at a time using a web-based tool to document, track, and resolve complaints. * Follow-Up: Some cases may need to be placed on hold while awaiting responses or additional information-strong time management is key. Key Responsibilities * Handle escalated complaints related to financial products and services. * Conduct thorough investigations and process complex transactions. * Ensure compliance with internal standards and regulatory requirements. * Classify risks appropriately in the case management system. * Communicate effectively with internal teams and external customers. * Independently resolve high-level complaints with professionalism and empathy. What You Bring * Experience in complaint handling, resolution, and escalation calls. * Strong verbal and written communication skills. * Ability to de-escalate challenging conversations with tact and empathy. * Comfortable working across multiple systems and screens. * Excellent time management and organizational skills. * Ability to follow structured procedures and work independently. Preferred Skills * Background in banking or financial services. * Proficiency in Microsoft Office Suite. * Experience working in a remote or hybrid environment. 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 Des Moines,IA. Application Deadline This position is anticipated to close on Sep 13, 2025. h4>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. About TEKsystems and TEKsystems Global Services We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. 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.