Complaint's Specialist

TEKsystems; Charlotte (NC); On-site; USD 34,000 - 41,000; Full time

Benefits offered by this job

Medical, dental & vision

401(k) Retirement Plan

Life Insurance

Short and long-term disability

Health Spending Account

Transportation benefits

Employee Assistance Program

PTO / Vacation / Sick Leave

Job summary

TEKsystems in Charlotte, NC is seeking an experienced professional to manage customer complaints, escalations, and complex life insurance cases. You will research issues and draft responses, ensuring alignment with company policies and regulatory requirements.

You will collaborate with Compliance, Legal, peers, and senior leadership to resolve complex cases, explain processes clearly, and support growing case volumes in a fast-paced, onsite environment.

Qualifications

• Previous experience in life insurance, annuities, brokerage, financial services, compliance, or related environment preferred.
• College degree preferred.
• FINRA licensing (Series 6) may be preferred or required depending on responsibilities.

Responsibilities

• Manage customer complaints, escalations, and complex life insurance cases.
• Research issues and determine appropriate next steps based on policies and regulatory requirements.
• Draft professional written responses, including correspondence that may be reviewed by Legal or Compliance.
• Assess potential business, customer, compliance, and regulatory risk.
• Manage 10+ active cases at various stages while maintaining accuracy and urgency.
• Partner with Compliance, Legal, peers, and senior leadership to resolve complex cases.
• Explain complicated insurance processes and decisions in a clear, customer-friendly way.
• Support increased case volume related to organizational growth and change.
• Make timely decisions while working in a fast-paced, 'controlled chaos' environment.

Skills

Life insurance knowledge

Business writing

Problem solving

Risk assessment

Escalated cases handling

Computer literacy

Multitasking

Adaptability

Research skills

Cross-team collaboration

Stakeholder communication

Education

College degree preferred

FINRA Series 6 licensing preferred/required

Job description

Key Responsibilities

• Manage customer complaints, escalations, and complex life insurance cases
• Research issues and determine appropriate next steps based on company policies and regulatory requirements
• Draft professional written responses, including correspondence that may be reviewed by Legal or Compliance
• Assess potential business, customer, compliance, and regulatory risk
• Manage approximately 10+ active cases at various stages while maintaining accuracy and urgency
• Partner with Compliance, Legal, peers, and senior leadership to resolve complex cases
• Explain complicated insurance processes and decisions in a clear, customer-friendly way
• Support increased case volume related to organizational growth and change
• Make timely decisions while working effectively in a fast-paced, "controlled chaos" environment

Top Skills Details

Key Skills

• Strong knowledge of life insurance products and processes
• Excellent business writing and written communication
• Strong problem-solving and critical-thinking skills
• Ability to assess risk and compliance considerations
• Comfortable handling escalated or sensitive customer situations
• Strong computer skills and ability to navigate multiple systems
• Ability to multitask and make quick, thoughtful decisions
• Adaptable and comfortable with changing priorities
• Strong research skills
• Ability to connect information across multiple teams and determine the bigger picture
• Comfortable communicating with senior -level stakeholders

Additional Skills & Qualifications

Qualifications

• Previous experience in life insurance, annuities, brokerage, financial services, compliance, or a related environment preferred
• College degree preferred
• Previous experience handling high level complaints
• Candidates with strong financial services sales experience and knowledge of life insurance may also be considered
• FINRA licensing, including Series 6, may be preferred or required depending on responsibilities (NICE TO HAVE)

Experience Level

Intermediate Level

Job Type & Location

This is a Contract to Hire position based out of Charlotte, NC.

Pay and Benefits

The pay range for this position is $25.00 - $30.00/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 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 fully onsite position in Charlotte,NC.

Application Deadline

This position is anticipated to close on Sep 30, 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 regards 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