New

Escalations Intake Representative

TEKsystems
$20.00 / hr
life insurance, sick time, 401(k), retirement plan
United States, Iowa, Des Moines
Sep 04, 2025
What You'll Be Doing As part of the Complaint Intake Team, you'll be the first point of contact for customers with active complaint cases. Your day will be a mix of: * Inbound Calls: Speak directly with customers who have open complaints, providing support and gathering key information. * Warm Transfers: Receive escalated calls from other departments and help customers by either resolving the issue or initiating a formal complaint. * Case Creation: When not on the phone, you'll be compiling detailed complaint cases to be handed off to case workers for resolution. Calls typically range from 5-20 minutes, with occasional longer conversations. There are no strict call time metrics-the focus is on quality and resolution. Key Responsibilities * Provide support for inquiries and complaints related to financial products and services. * Conduct initial investigations and gather relevant information. * Create and manage complaint cases in the system. * Identify regulatory and non-regulatory flags and classify risks appropriately. * Ensure compliance with internal standards while delivering excellent customer service. * Collaborate with internal teams to ensure smooth complaint handling. What You Bring * Experience handling customer complaints and escalations. * Strong verbal and written communication skills. * Ability to de-escalate challenging conversations with empathy and professionalism. * Comfortable navigating multiple systems and screens. * Strong time management and organizational skills. * Ability to follow 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 $20.00 - $20.00/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.