Banking Escalations Specialist

TEKsystems; Chandler (AZ); Hybrid; USD 33,062 - 35,817; Full time

Benefits offered by this job

Medical, dental & vision

401(k) Retirement Plan

Life Insurance

Disability protection

HSA

Time Off

Job summary

TEKsystems in Chandler, AZ is seeking a Complaints Resolution Specialist to own escalated customer complaints from investigation through final resolution. You will engage with customers, gather information, and coordinate with internal teams to ensure compliant, timely outcomes.

The role emphasizes strong communication, detailed research, and adherence to regulatory standards, with a hybrid work setup in Chandler, AZ.

Qualifications

• Excellent verbal communication and ability to de-escalate customers over the phone.
• Excellent written communication for emails and case documentation.
• Ability to follow policies, procedures and regulatory requirements.
• Strong organizational, pipeline and time management skills to handle multiple cases.
• Tech-savvy with navigation of multiple systems and screens.
• Comfortable in hybrid/remote environment and setting up equipment.
• Strong critical thinking to analyze situations and determine resolutions.

Responsibilities

• Review and manage a caseload of 5-10 active complaints at various stages.
• Contact customers for updates and gather information to move toward resolution.
• Conduct investigations using internal systems to determine root causes.
• Collaborate with business units to resolve issues and ensure accurate outcomes.
• Document findings and steps in the case management system.
• Place cases on hold when awaiting information and resume investigations.
• Ensure all complaints meet SLAs and regulatory requirements.

Skills

Verbal comms

Written comms

Policy compliance

Organizational skills

Tech-savvy

Hybrid/Remote

Critical thinking

Tools

Case management software

Internal systems

Job description

Complaints Resolution Specialist

Position Overview

The Complaints Resolution team is responsible for managing escalated customer complaints across various banking products and services. Complaints are initially reviewed by a dedicated intake team that gathers preliminary information and conducts the initial assessment before placing the case into a resolution queue.

In this role, team members take ownership of active complaints and manage them from investigation through final resolution, ensuring all required steps are completed and compliance standards are met. This team specifically handles complaints related to credit cards, checking accounts, and business banking products.

Typical Day

• Review and manage a caseload of approximately 5-10 active complaints at various stages of resolution.
• Contact customers to gather additional information, provide updates, and work toward resolution.
• Conduct detailed research and investigations using multiple internal systems.
• Collaborate with various business units to obtain information, resolve issues, and ensure accurate outcomes.
• Document all findings, communications, and resolution steps within a web-based case management system.
• Place cases on hold when necessary while awaiting customer responses or information from internal teams, then resume investigation to completion.
• Ensure all complaints are handled within established service level agreements and regulatory requirements.

Key Responsibilities

• Support internal and external customers with inquiries and escalated complaints related to financial products and services.
• Perform detailed investigations to identify root causes, determine appropriate resolutions, and process complex transactions.
• Complete advanced administrative and customer support functions while maintaining a high level of accuracy.
• Review complaints for potential regulatory and non-regulatory concerns, correctly categorize risk, and ensure compliance with company policies and procedures.
• Independently manage and resolve high-level escalations with professionalism and sound judgment.
• Communicate effectively with customers and internal partners to drive timely resolution of issues.
• Collaborate closely with the Escalations Team to support daily operations and ensure a positive customer experience.

Qualifications & Desired Skills

• Strong verbal communication skills with the ability to professionally de-escalate upset customers over the phone. Candidates should be comfortable handling 5+ escalated customer interactions daily.
• Excellent written communication skills, including professional email correspondence and case documentation.
• Ability to follow established policies, procedures, and regulatory requirements while executing tasks consistently and accurately.
• Strong organizational, pipeline management, and time management skills with the ability to manage multiple cases simultaneously and meet deadlines.
• Tech-savvy with the ability to navigate multiple systems, applications, and screens concurrently.
• Comfortable working in a hybrid or remote environment and independently setting up and troubleshooting basic equipment and technology needs.
• Strong critical thinking and problem-solving skills with the ability to analyze complex situations and determine appropriate resolutions.

Job Type & Location

This is a Contract to Hire position based out of Chandler, AZ.

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 Aug 5, 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.