Escalations Representative - Complaints Resolution

About the Role

Our client, is seeking experienced professionals to join their Complaints Resolution team. This team supports the investigation and resolution of escalated customer complaints related to banking products and services, including credit cards, checking accounts, automotive lending, and small business banking.
This is a highly visible, metrics-driven role requiring strong communication, investigation, problem-solving, and customer de-escalation skills. Representatives manage complaints from initial assignment through final resolution while ensuring compliance with bank policies and regulatory requirements.
Location: Hybrid (1 Week In Office / 1 Week Remote After Training)
Schedule: Monday-Friday, 8:00 AM-5:00 PM
Training: First 30-60 days fully onsite, Monday-Friday, 8:00 AM-5:00 PM
Contract Length: 12-Month Contract (Potential for Extension or Permanent Hire)

Key Responsibilities

• Investigate and resolve escalated customer complaints regarding financial products and services.
• Review complaint details, conduct research, and determine appropriate resolution strategies.
• Contact customers and internal business partners to gather information and resolve issues.
• Document all activity accurately within the case management system.
• Identify and classify regulatory and non-regulatory complaint risks.
• Handle complex customer service inquiries and administrative tasks.
• Manage multiple active complaint cases simultaneously while meeting established deadlines.
• Communicate effectively through phone, email, and written correspondence.
• Follow established policies, procedures, and compliance requirements.
• Support day-to-day activities within the Escalations Team.

Typical Day

• Review and prioritize assigned complaint cases.
• Research customer concerns and gather supporting documentation.
• Conduct customer outreach and manage escalated conversations.
• Collaborate with internal departments to obtain information and drive resolution.
• Update and maintain detailed case records.
• Manage 5-10 active complaint cases at various stages of resolution.
• Meet quality, productivity, and compliance metrics.

Required Qualifications

• 4+ years of customer-facing experience within a financial services environment.
• Experience in one or more of the following:
  • Customer Service
  • Underwriting
  • Loan Processing
  • Mortgage Processing
  • Research
  • Quality Assurance
  • Complaint Resolution
• Strong ability to handle escalated customer interactions and resolve complex issues.
• Excellent verbal and written communication skills.
• Strong investigative and analytical abilities.
• Experience managing workloads and meeting deadlines.
• Ability to work independently and follow established procedures.

Technical Requirements

• Proficiency with Microsoft Office Suite, including:
  • Outlook
  • Word
  • Excel
  • Microsoft Teams
• Comfortable navigating multiple systems and applications simultaneously.
• Strong technical aptitude and ability to work effectively in a remote environment.

Work From Home Requirements

To participate in the hybrid schedule, candidates must have:

• High-speed internet access.
• Ability to connect via Ethernet cable.
• Quiet, private workspace.
• Safe and secure location for company equipment.

Apply today if you have experience in financial services, enjoy investigating complex issues, and thrive in a fast-paced customer-focused environment.
Job Type & Location
This is a Contract position based out of Shoreview, MN.
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 Shoreview,MN.
Application Deadline
This position is anticipated to close on Aug 12, 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.