Escalations Specialist

*Now Hiring: Escalated Complaints / Customer Support Specialist*
Do you stay calm under pressure, know how to de-escalate tough conversations, and enjoy solving complex customer issues? This could be a great fit.
We're looking for an experienced customer service professional to support a complaints department handling escalated concerns related to *credit cards, checking accounts, and business banking complaints*. Complaints are initially opened by an intake team, then you'll take ownership of cases in progress and see them through to resolution.
*What you'll be doing:*
Reviewing escalated customer complaints and determining next steps
Speaking with customers, including high-level escalation calls
Researching complaints, gathering missing information, and working with internal teams
Managing approximately *5 to 10 active complaints at a time*
Documenting, tracking, and resolving cases in a web-based case management system
Reviewing complaints for regulatory and non-regulatory flags
Supporting internal and external customers with inquiries related to financial products and services
*What we're looking for:*
Strong customer service experience in a professional office environment
Excellent communication skills over the phone and through email
Ability to de-escalate customers calmly and professionally
Strong attention to detail and ability to follow policies and procedures
Solid time management skills while juggling multiple cases
Tech-savvy mindset with comfort toggling between systems and screens
Microsoft Office Suite experience
*This is a great fit for someone who:*
Can handle escalated conversations without getting rattled
Enjoys research, problem-solving, and case ownership
Works well independently while meeting deadlines
Thrives in a structured, policy-driven environment
If you have strong customer service experience, professional communication skills, and the ability to manage complex complaints from start to finish, I'd love to connect!
Optional Shorter Version *Hiring: Escalated Complaints Specialist*
Looking for a customer service professional who is calm under pressure, detail-oriented, and comfortable handling escalated customer concerns.
This role supports complaints related to *credit cards, checking accounts, and business banking*. You'll review active complaints, contact customers, research issues, coordinate with internal teams, document updates, and see each case through completion.
*Ideal candidates will have:*
Strong professional customer service experience
Ability to handle high-level escalation calls
Excellent written and verbal communication skills
Strong time management and follow-through
Comfort working in multiple systems
Microsoft Office Suite experience
Ability to follow policies and procedures consistently
If you're strong with escalations, customer communication, and case management, let's connect!
*Job Type & Location*
This is a Contract to Hire position based out of West Des Moines, IA.
*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 Aug 4, 2026.




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.


*San Francisco Fair Chance Ordinance:* Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.


*Massachusetts Lie Detector:* It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.


*Use of Artificial Intelligence (AI):* We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.