Escalation Specialist

TEKsystems; Deutschland; Hybrid; EUR 25.000 - 35.000; Vollzeit

Benefits dieser Stelle

Medical, dental, and vision coverage

401(k) retirement plan

Hybrid work model

Zusammenfassung

TEKsystems is seeking an Escalations Specialist in San Francisco, CA for a hybrid contract-to-hire role. You will be the main point of contact for escalated customer complaints, coordinating across underwriting, loan processing and mortgage teams to drive timely resolutions.

The ideal candidate brings 4+ years of financial services customer-facing experience, strong communication skills, and proficiency with Word, Excel, Outlook and Teams.

Qualifikationen

• 4+ years of customer-facing experience in financial services or related environments.
• Experience in senior customer service, underwriting, loan processing, mortgage processing, or quality assurance.
• Strong verbal and written communication with ability to de-escalate difficult situations.
• Proficiency with Microsoft Office Suite: Word, Excel, Outlook, Teams.

Aufgaben

• Act as the single point of contact for customers with escalated complaints.
• Handle inbound and outbound communications throughout the complaint lifecycle.
• Gather information, provide case updates, and communicate final outcomes.
• Support customers with complex inquiries regarding financial products and services.
• Document all interactions in internal systems and classify risk factors.
• Follow policies, procedures, and regulatory guidelines.
• Collaborate with internal teams to resolve complaints promptly.
• Meet productivity, quality, and service-level targets.

Kenntnisse

Customer service

De-escalation

Communication

Microsoft Office

Tools

Word

Excel

Outlook

Teams

Jobbeschreibung

Escalations Specialist

Location: San Antonio, TX (Hybrid)

Schedule: Monday-Friday, 8:00 AM - 5:00 PM (after training)

Employment Type: Contract-to-Hire

Position Overview

A leading financial services organization is seeking experienced customer service professionals to join its Executive Complaints team as an Escalations Specialist. In this role, you will serve as the primary point of contact for customers with active escalated complaint cases, ensuring exceptional service and communication throughout the complaint resolution process.

This position is ideal for candidates with a strong background in banking, financial services, mortgage operations, underwriting, loan processing, or high-level customer support.

Key Responsibilities

• Act as the Single Point of Contact for customers with escalated complaints.
• Handle inbound and outbound customer communications throughout the complaint lifecycle.
• Gather information, provide case updates, and communicate final case outcomes.
• Support customers with complex inquiries regarding financial products and services.
• Document all interactions and case activity in internal systems.
• Review complaints and appropriately classify risk factors.
• Follow established policies, procedures, and regulatory guidelines.
• Partner with internal teams to ensure timely complaint resolution.
• Meet productivity, quality, and service-level expectations.

Required Qualifications

• 4+ years of customer-facing experience within financial services, banking, mortgage, lending, or related business services environments.
• Experience in one or more of the following areas:
  • Senior Customer Service
  • Underwriting
  • Loan Processing
  • Mortgage Processing
  • Quality Assurance
  • Complaint Resolution
  • Case Management
  • Research Functions
• Strong verbal and written communication skills.
• Proven ability to de-escalate difficult customer situations.
• Experience with Microsoft Office Suite, including Word, Excel, Outlook, and Teams.
• Strong organizational and time-management abilities.
• Ability to manage multiple priorities and deadlines simultaneously.

Preferred Skills

• Escalations or complaint-management experience.
• Strong critical-thinking and problem-solving skills.
• Ability to navigate multiple systems and applications efficiently.
• Experience working within regulated environments.

Work Environment

This is a hybrid position requiring both onsite and remote work.

Candidates must have:

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

Training & Development

• Structured training program provided.
• Ongoing coaching and performance support.
• Regular one-on-one meetings with leadership.
• Clear performance goals and development opportunities.

What We're Looking For

Successful candidates will demonstrate:

• Exceptional customer service skills
• Professionalism under pressure
• Strong attention to detail
• Excellent communication abilities
• Ability to work independently while managing a high-volume workload
• Comfort with technology and multiple systems

Benefits

Eligible employees may have access to:

• Medical, dental, and vision coverage
• 401(k) retirement plan
• Life insurance options
• Short- and long-term disability coverage
• Health Savings Account (HSA)
• Employee Assistance Program (EAP)
• Paid time off and leave benefits

Job Type & Location

This is a Contract to Hire position based out of San Francisco, CA.

Pay and Benefits

The 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 jobclassification and length of employment. Benefits are subject to change and may besubject to specific elections, plan, or program terms. If eligible, the benefitsavailable 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 Francisco,CA.

Application Deadline

This position is anticipated to close on Aug 31, 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.