TEKsystems

Senior Escalations Representative

Hybrid- West Des Moines, IA

Technical

• Financial Services
• Banking
• Customer Service
• Account Support
• Case Handling
• Complaints
• Escalations

Description

Our Financial Services client is hiring Senior Escalation Representatives. Team members will be working in the complaints department, regarding escalated complaints for anything within the bank. A complaint will come in to this area and will be handled by a separate intake team, who collects information regarding the complaint. These complaints then move into a work queue. Senior Escalations Representatives will then take control of complaints and follow up with solutions until completion.

The Senior Escalations Representative will handle complaints related to credit card, checking account and business complaints.

Duties

• Research and resolve complaints.
• Work with other business units within the context of the complaint.
• Use best judgement to put complaints on hold and return with additional information.
• Follow up and keep customer up to date for extended resolutions.
• Typical case load is 5 to 10 at one time.
• Works with web-based tools to document, track and resolve complaints.
• 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

Shift & Schedule

• 1st shift core hours
• Monday-Friday
• No weekends
• Federal Holidays off

Work Environment

• Commute to office 2-3 times per week.
• Work from home 2-3 times per week.
• Office/Call Center
• Escalations/Complaints

Interviews & Start Date

• 2-step Interview Process
• 1st round virtual
• 2nd round in-person, onsite
• June 23-June 27
• Start Date: July 14th

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 West Des Moines,IA.

Application Deadline

This position is anticipated to close on Jun 18, 2025.

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.