Customer Complaint Resolution Specialist

TEKsystems; Shoreview (MN); Hybrid; USD 28,000 - 40,000; Part time

Benefits offered by this job

Hybrid schedule

Job summary

TEKsystems in Shoreview, MN is seeking an experienced SPOC Specialist to act as the primary contact for customers with active complaint cases, guiding them through the review process and providing timely updates. You will gather information, communicate final resolutions, and collaborate with investigators and escalation teams to ensure efficient, compliant handling of financial services complaints.

The role starts with onsite training and shifts to a hybrid schedule.

Qualifications

• 4+ years of customer-facing experience in a financial services environment.
• Experience in escalations, underwriting, loan processing, mortgage processing, QA, or research operations.
• Strong verbal communication and de-escalation skills.
• Ability to manage multiple priorities and deadlines.
• Proficiency with Microsoft Word, Outlook, Excel, and Teams.

Responsibilities

• Serve as the primary contact for customers with escalated complaint cases.
• Manage inbound and outbound customer communications throughout the complaint lifecycle.
• Introduce yourself as the assigned case contact and provide timely updates on complaint status.
• Gather information and documentation needed to support complaint investigations.
• Communicate resolution decisions clearly and professionally.
• Handle complex customer inquiries and complaints related to financial products and services.
• Effectively de-escalate challenging customer interactions while maintaining professionalism.
• Review complaints for regulatory and non-regulatory considerations and document risk classifications appropriately.
• Maintain detailed records within case management systems and web-based complaint tracking tools.
• Follow established policies, procedures, and compliance requirements.
• Collaborate with complaint investigators, case managers, and escalation teams to ensure customer concerns are addressed efficiently.
• Manage multiple complaint cases simultaneously while meeting established deadlines.

Skills

Customer-facing experience

Escalations

De-escalation

Communication

Multitasking

Tools

Microsoft Word

Microsoft Outlook

Microsoft Excel

Microsoft Teams

Job description

Join a Team That Makes a Difference We are seeking experienced customer service professionals to join its *Single Point of Contact (SPOC) Team* within the Customer Complaints Department. This role is ideal for individuals who excel at handling escalated customer concerns, de‑escalating difficult situations, and providing exceptional service throughout the complaint resolution process.

As a SPOC Specialist, you will serve as the primary contact for customers with active complaint cases, guiding them through the review process, providing updates, gathering information, and communicating final resolutions.

Key Responsibilities

• Serve as the primary point of contact for customers with escalated complaint cases.
• Manage inbound and outbound customer communications throughout the complaint lifecycle.
• Introduce yourself as the assigned case contact and provide timely updates on complaint status.
• Gather information and documentation needed to support complaint investigations.
• Communicate resolution decisions clearly and professionally.
• Handle complex customer inquiries and complaints related to financial products and services.
• Effectively de‑escalate challenging customer interactions while maintaining professionalism.
• Review complaints for regulatory and non‑regulatory considerations and document risk classifications appropriately.
• Maintain detailed records within case management systems and web‑based complaint tracking tools.
• Follow established policies, procedures, and compliance requirements.
• Collaborate with complaint investigators, case managers, and escalation teams to ensure customer concerns are addressed efficiently.
• Manage multiple complaint cases simultaneously while meeting established deadlines.

Required Qualifications

• 4+ years of customer-facing experience within a financial services environment.
• Experience in one or more of the following areas:
  • Escalations
  • Underwriting
  • Loan Processing
  • Mortgage Processing
  • Quality Assurance
  • Research Operations
• Strong verbal communication and de‑escalation skills.
• Experience managing multiple priorities and deadlines.
• Proficiency with:
  • Microsoft Word
  • Microsoft Outlook
  • Microsoft Excel
  • Microsoft Teams
• Comfortable learning and navigating multiple systems and applications simultaneously.

Home Office Requirements

• High-speed internet access.
• Ability to connect directly via Ethernet cable.
• A quiet, private workspace free from distractions.
• A secure area to store company‑issued equipment.

Work Environment

• First 30-60 days dedicated to onsite training.
• After training, employees will follow a hybrid schedule:
  • One week onsite
  • One week remote
• Standard work hours:
  • Monday-Friday
  • 8:00 AM - 5:00 PM

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.

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 hybrid position in Shoreview, MN.

Application Deadline

This position is anticipated to close on Sep 3, 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

*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

*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)

*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.