Escalations Representative (Hybrid)

TEKsystems
$20.00 / hr
life insurance, sick time, 401(k), retirement plan
United States, Texas, San Antonio
Sep 03, 2025
We are seeking dedicated and detail-oriented professionals to join our Complaints Intake Team within the Escalations Department. This team serves as the first point of contact for escalated complaints across all areas of the bank. As an Intake Specialist, you will play a critical role in ensuring customer concerns are properly documented and routed for resolution. This is a hybrid position - 100% in office for the first 1-2 months of training Post Training: 1 week in office/1 week at home 8AM-5PM M-F Key Responsibilities: * Handle inbound calls from customers with active complaint cases, providing empathetic and professional support. * Receive warm transfer calls from other departments involving escalated customer issues, gathering necessary information to initiate formal complaint cases. * Create and compile formal complaint cases for handoff to case workers who will manage resolution. * Conduct investigative steps to identify complaint issues and determine appropriate actions. * Review complaints for regulatory and non-regulatory flags, classifying risks appropriately in the case management system. * Ensure compliance with internal standards while maintaining a high level of customer service. * Collaborate with internal teams to oversee daily intake operations and support complaint resolution efforts. Typical Day Includes: * A mix of phone-based and administrative tasks. * Customer calls ranging from 5-20 minutes, occasionally up to 45 minutes. * No strict metrics on call duration-focus is on quality and resolution. Qualifications: * Previous experience in customer service, banking, or complaint resolution preferred. * Strong communication and problem-solving skills. * Ability to manage sensitive customer interactions with professionalism and empathy. * Comfortable working in a fast-paced, high-volume environment. * Familiarity with case management systems is a plus. Why Join Us? * Be part of a team that makes a real impact on customer satisfaction and trust. * Gain experience in regulatory compliance and financial services. * Work in a supportive and collaborative environment. Experience Level Entry Level Pay and Benefits The pay range for this position is $20.00 - $20.00/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 San Antonio,TX. Application Deadline This position is anticipated to close on Sep 16, 2025. h4>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.