Escalation Specialist

Escalations Specialist
Position Overview

This team supports the bank's escalated complaints process for issues related to financial products and services. Complaints are initially reviewed by an intake team that gathers information and conducts preliminary analysis before assigning cases to a work queue.
This hiring class will join the SPOC (Single Point of Contact) Team , which serves as the primary communication liaison for customers throughout the complaint lifecycle. Unlike complaint investigators, SPOC team members focus on customer communication, case updates, and managing the customer experience rather than researching or making complaint resolution decisions.

Typical Day

As a member of the SPOC Team, you will serve as the customer's dedicated point of contact from the time a complaint is assigned until a final decision is communicated.
Responsibilities include:

• Making and receiving calls from customers with active complaint cases
• Introducing yourself as the customer's primary point of contact
• Gathering additional information and documentation when needed
• Providing status updates throughout the investigation process
• Explaining final case decisions once investigations are complete
• Maintaining detailed case documentation within a web-based case management system

This role is highly phone-oriented, with representatives spending a significant portion of their day communicating with customers regarding escalated concerns. Complaint investigations and final decision-making are handled by separate case specialists.

Key Responsibilities

• Support internal and external customers regarding complaints related to financial products and services
• Manage customer communications throughout the complaint resolution process
• Review and document complaint information accurately within the case management system
• Identify regulatory and non-regulatory concerns and classify risks appropriately
• Ensure compliance with company policies, procedures, and regulatory requirements
• Perform complex administrative and customer support functions
• Independently respond to escalated customer concerns
• Partner with complaint investigators and internal teams to ensure timely case resolution
• Maintain service levels and complaint deadlines while managing multiple cases simultaneously

Required Skills

• Strong customer service mindset
• Excellent verbal and written communication skills
• Ability to de-escalate frustrated or upset customers
• Strong organizational and time management skills
• Comfortable navigating multiple systems and applications simultaneously
• Proficiency with Microsoft Office applications
• Ability to follow detailed policies and procedures consistently
• Strong attention to detail and documentation skills

Ideal Candidate

• Experience handling escalated customer concerns or complaints
• Strong phone presence and confidence communicating with customers throughout the day
• Ability to manage a pipeline of cases at different stages while meeting deadlines
• Tech-savvy and comfortable working across multiple systems and screens
• Able to work independently while maintaining accuracy and compliance standards
• Experience in a professional office or corporate environment

Disqualifiers

• Frequent job changes or unstable call center employment history
• Primarily medical customer service experience with no transferable banking or corporate experience
• No professional office environment experience

Experience Level

Entry Level
This role is ideal for candidates with strong customer service experience, excellent communication skills, and an interest in building a career within banking operations, customer advocacy, or complaint management.
Job Type & Location
This is a Contract to Hire position based out of Chandler, AZ.
Pay and Benefits
The pay range for this position is $25.00 - $25.00/hr.
Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.
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 Oct 7, 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


Were 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. Were 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. Were strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. Were 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.