Escalation Specialist

DescriptionTypical Day:As a member of the SPOC (Single Point of Contact) team, this role will primarily involve customer communications via phone throughout the complaint resolution process. Team members will be responsible for handling outbound/inbound calls to customers who have an active complaint case to introduce themselves, collect information, update customers on progress and provide the case resultion decision. This person will not be doing the research and resolution decisioning as that will be done by a different case worker. Team members will work within a web-based tool to document and track 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 TeamSkillsCustomer service oriented, Resolution skills, Microsoft officeAdditional Skills & QualificationsDesired SkillsStrong communication skills with the ability to de-escalate customers over the phone (expect to be on the phone most of the day with escalated customers)Ability to communicate effectively through writing and emails.Ability to follow Policy + Procedures to execute tasks repetitively.Pipeline and time management - work on different complaints in different statuses while meeting deadlines.Tech Savvy - will toggle between various systems + screens and will also be working from home part of the time. It is essential that talent can set up their equipment and effectively navigate through technology.Job Type & LocationThis is a Contract to Hire position based out of Chandler, AZ.Pay and BenefitsThe 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 TypeThis is a hybrid position in Chandler,AZ.Application DeadlineThis position is anticipated to close on Oct 14, 2026.About TEKsystemsWe'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.Job SummaryJob number: JP-006334072Profession: Customer Service