New

Sr. Escalations Representative

TEKsystems
$25.00 / hr
life insurance, sick time, 401(k), retirement plan
United States, Arizona, Chandler
Jun 13, 2025
About the Role Join our Complaints Department, where you'll handle escalated customer complaints related to any area of the bank. After an intake team gathers initial information, you'll take over and manage the complaint through to resolution. What You'll Do * Review and manage a caseload of 5-10 active complaints. * Investigate issues, speak with customers, and collaborate with internal teams to resolve complaints. * Use a web-based system to document, track, and manage cases. * Follow up on complaints that are on hold due to missing information or pending responses. * Ensure all complaints are handled in compliance with company policies and regulatory standards. Key Responsibilities * Support customers and internal teams with inquiries and complaints about financial products and services. * Conduct research and take appropriate action to resolve complex issues. * Perform administrative tasks and manage online transactions. * Identify and classify risks in the case management system. * Independently handle high-level escalated complaints. * Coordinate with the Escalations team to manage daily operations. What We're Looking For * Strong verbal communication skills - able to de-escalate upset customers (expect 5+ high-level calls per day). * Excellent written communication - clear and professional email responses. * Detail-oriented - follow policies and procedures accurately. * Time management - juggle multiple complaints in different stages while meeting deadlines. * Tech-savvy - comfortable navigating multiple systems and working from home; must be able to set up and troubleshoot your own equipment. 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 20, 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.