Escalation Specialist (Financial Services)

*Description*
Team members will be working in complaints department regarding escalated complaints for anything within the bank. A complaint will come in to this area and it will initially be handled by a separate intake team who will then do the initial discovery and information collection for the complaint to go into a work queue. These team members will then take control of complaints in progress and will see it through until it has reached the qualifications for completion.
This specific area is handling complaints related to credit card, checking account and business complaints.
Typical Day:
Team member reviews complaints and handles appropriately. Will talk to the customer, research complaint, resolve complaint, work with other business units within the company in the context of the complaint. May have to put a complaint on hold and come back to it if there is information missing or if they are waiting on a response from a customer or internal team member. Typical case load is 5 to 10 at one time. Works with a web-based tool to document, track and resolve complaints.
JOB DESCRIPTION:
* Support internal and external customers with inquiries and complaints regarding financial products and services.
* Seek ways to determine appropriate course of action, conduct investigative steps to identify the issues, and process complex transactions online.
* Perform complex administrative and customer support tasks.
* Review complaints for regulatory and non-regulatory flags and classify risks appropriately in case management system to ensure customer issues are addressed while maintaining compliance with internal company requirements and standards.
* Respond independently to complaints escalated at the highest level.
* Interact with internal and external customers to resolve their issues.
* Interact with the immediate Escalations team to oversee day to day activities of the support Escalations Team
*Skills*
complaint handling, complaint resolution, escalation calls, banking customer service, financial services, ms office suite
*Top Skills Details*
complaint handling, complaint resolution, escalation calls
* *Team:* Enterprise Complaints Management Office
* *Volume:* 250 spots
* 200 Escalations Representatives - team members reviewing, researching and resolving customer complaint cases
* 50 additional spots that will be a mixture of Intake and Operational Risk Review
* Intake: either frontline phone customer complaints or backline compiling and creating cases to be worked
* Operational Risk Review: Conducting reviews to ensure the cases are being closed within the appropriate regulatory guidelines
* *Start Dates:*
* *75 Escalations Representatives to start on 10/14*
* 75 Escalations Representatives to start on 11/3
* 50 Escalations Representatives to start on 11/17
* 50 Intake/Operational Risk Review: TBD but 11/3 is probably the earliest date
* *Locations:*
* *They have seats available in each of these locations: Des Moines, Charlotte, Chandler, Minneapolis, San Antonio, Salt Lake City, Sioux Falls*
* Due to the number of spots and the importance of the work, they are going to try to be flexible with each of these sites and will most likely not limit spots in any of the locations.
* *Interviews:*
* *The client is expecting to start interviews for Case Workers in every site on Thursday (9/4).*
#eastpriority25
*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 San Antonio,TX.
*Application Deadline*
This position is anticipated to close on Sep 16, 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.