TEKsystems

Team members will be working in complaints department regarding escalated complaints for anything within the bank. A complaint will come into this area and 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:

The Sr. Escalations Representative is assigned cases regarding customer complaints and handles appropriately. They will talk to the customer, research the complaint, resolve the complaint, and work with other business units within the company in the context of the complaint. They 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. The typical case load is 5 to 10 at one time. They will work 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.

Performance Expectations:

• Representatives will manage a pipeline of about 5-10 cases at once.
• They will be assigned cases and responsible for case prioritization, coordination with other business units, correspondence with the customer, and other follow-up.
• Cases must be resolved within 10 days.

Qualifications:

• 4+ years of complex customer service experience in a bank or financial institution. (Candidates with bachelors degrees are preferred and can be considered with less professional work experience)
• Professional communication skills with the ability to de-escalate customers over the phone (expect 5+ high-level escalation calls per day).

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 Chandler,AZ.

Application Deadline

This position is anticipated to close on Jun 26, 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.