Customer Experience And Engagement Analyst II

TEKsystems; O’Fallon (MO); Remote; USD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a dedicated complaint handler to join their Global Consumer Escalations team. This fully remote role involves investigating complex customer complaints, utilizing data to enhance processes, and collaborating with various departments. You will play a crucial role in representing the voice of the customer and driving continuous improvement in services and products. If you have a strong background in customer service and financial services, along with excellent communication and analytical skills, this opportunity is perfect for you. Join a dynamic team that values your contributions and supports your professional growth.

Benefits

Medical, dental & vision insurance

401(k) retirement plan

Life insurance

Disability coverage

Paid time off (PTO)

Transportation benefits

Employee Assistance Program

Health Spending Account (HSA)

Qualifications

• Experience in handling complaints and customer dissatisfaction.
• Strong analytical and problem-solving abilities.

Responsibilities

• Investigate complex complaints and identify root causes.
• Communicate with internal teams and customers via phone or email.

Skills

Customer service experience

Experience in financial services

Proficiency in Microsoft Office

Strong problem-solving skills

Excellent communication skills

Analytical skills

Education

Secondary education

Higher degrees preferred

Tools

Microsoft Office (Word, Excel, Outlook)

Job description

*Description*

Overview

As part of the Global Consumer Escalations team, you will assist in investigating complex complaints, either independently or collaboratively. Using complaints data, you will represent the voice of the customer and help inform the business about opportunities to enhance processes and products.

The Job

As a complaint handler, your responsibilities include reviewing and thoroughly investigating individual and complex complaints to identify the root cause of customer dissatisfaction. You will present appropriate remediation and redress. Communication will be with internal teams and consumers directly, via telephone or email. You will utilize various tools and systems across the Client's platform and collaborate with different departments to investigate complaints. Additionally, you will analyze complaints data and report customer feedback to support continuous improvement of services and products.

Skills and Qualifications

• Customer service experience
• Experience in financial services
• Proficiency in Microsoft Office (Word, Excel, Outlook)
• Proficient written and spoken English (must pass a qualification test)
• Secondary education required; higher degrees preferred
• Previous complaint handling experience is advantageous
• Strong problem-solving and analytical skills
• Excellent communication skills

Additional Details

Job Family: Customer Experience & Engagement

Experience Level: Expert

Compensation and Benefits

Pay range: $30.00 - $40.00/hr. Eligibility for benefits depends on employment status and location, and may include:

• Medical, dental & vision insurance
• Critical illness, accident, hospital coverage
• 401(k) retirement plan (pre-tax and Roth options)
• Life insurance (voluntary for employee and dependents)
• Disability coverage
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Paid time off (PTO, vacation, sick leave)

Workplace and Application Details

This is a fully remote position. The application deadline is May 22, 2025.

About TEKsystems

TEKsystems is a leading provider of business and technology services, helping accelerate business transformation. With a global team of 80,000, we serve over 6,000 clients including 80% of the Fortune 500. We focus on strategy, design, execution, and operations to deliver business value and positive community impacts. TEKsystems and TEKsystems Global Services are part of Allegis Group. Learn more at TEKsystems.com.

The company is an equal opportunity employer, considering all applications regardless of race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, or genetic information.