Customer Intake Representative

TEKsystems; United States; Hybrid; USD 23,000 - 32,000; Full time

Benefits offered by this job

Medical, dental & vision

401(k) Retirement Plan

Life Insurance

Disability coverage

Transportation benefits

Job summary

TEKsystems is hiring Customer Intake Representatives in Chandler, AZ for a hybrid role combining in-office training and remote work. You will support internal and external customers with inquiries and complaints regarding financial products and services, conduct investigations, and prepare cases for escalation and resolution.

Daily duties include handling inbound calls from open complaint cases, transferring escalated calls, and creating formal cases when not on the phone.

Qualifications

• 2+ years of customer service experience handling escalated calls.
• 1+ years of financial services/banking experience.
• Proficiency with MS Office Suite (Word/Outlook/Excel/Teams).
• Strong communication skills with ability to de-escalate over the phone.
• Excellent written communication and email etiquette.
• Ability to follow policies and procedures to perform repetitive tasks.
• Solid pipeline and time management to handle multiple complaints in various statuses.

Responsibilities

• Handle inbound calls from customers with open and active complaint cases.
• Perform inbound warm transfers from other departments to resolve complaints or collect info for formal escalation.
• When not on calls, compile and create formal cases for the case workers.

Skills

Customer service

Financial services

MS Office

Communication

Writing

Policies & procedures

Time management

Tech navigation

Tools

MS Word

MS Outlook

Excel

MS Teams

Job description

Hiring for 6 different Customer Intake Representatives working in a Hybrid environment!

Description

Team members will be working in complaints department regarding escalated complaints for anything within the bank. A complaint will come in to this area and it will initially be handled by an intake team who will then do the initial discovery and information collection for the complaint to go into a work queue. Then the case worker team will then take control of complaints in progress and will see it through until it has reached the qualifications for completion. This team we are hiring for will fall within intake.

Typical Day:

Team members can expect to have a mixture of 3 different responsibilities each day:

1. Handling inbound calls from customers who have an open and active complaint case
2. Handling inbound warm transfer calls from other departments with an escalated customer on the line in order to talk to the customer to resolve the complaint or gather information to create a formal complaint to be worked by a case worker.
3. When not on the phone, team members will be compiling and creating formal cases to be worked by the case workers

Customer calls typically last anywhere from 5-20 minutes. On a rare occasion they can last 30-45 minutes. There is no set metric against call time.

JOB DESCRIPTION:

Support internal and external customers with inquiries and complaints regarding financial products and services.

Seek ways to determine appropriate course of action, conduct investigative steps to identify the issues, and process complex transactions online.

Perform complex administrative and customer support tasks.

Review complaints for regulatory and non-regulatory flags and classify risks appropriately in case management system to ensure customer issues are addressed while maintaining compliance with internal company requirements and standards.

Respond independently to complaints escalated at the highest level.

Interact with internal and external customers to resolve their issues.

Interact with the immediate Escalations team to oversee day to day activities of the support Escalations Team

Skills & Qualifications

• 2+ years of customer service experience dealing with escalated calls
• 1+ years of financial services/banking experience
• Prior Experience with MS Office Suite, particularly with MS Word, Outlook, Excel and Teams.
• Strong communication skills with the ability to de-escalate customers over the phone (expect 5+ high level escalation calls per day)
• Ability to communicate effectively through writing and emails.
• Ability to follow Policy + Procedures to execute tasks repetitively.
• Pipeline and time management - work on different complaints in different statuses while meeting deadlines.
• Ability to toggle between various systems + screens and will also be working from home part of the time. It is essential that talent can set up their equipment and effectively navigate through technology.

Work Environment

• In-order for candidates to work the hybrid schedule, they must have the following available at home:
  • Must have access to high-speed internet and must be able to connect to internet via Ethernet Cable
  • Must have a quiet and private location to work
  • Must have a safe and secure place to store desktop at home.
• Hybrid Schedule - Except for at least the first 30-60 days of training where they will be 100% in-office.
• Hybrid Schedule is 1 week in-office/1 week at-home.
• Hours:
  • Training is 8:00am-5:00pm Monday -Friday
  • After training 8:00am - 5:00pm Monday-Friday

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 $20.00 - $20.00/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 & visionCritical Illness, Accident, and Hospital401(k) Retirement Plan Pre-tax and Roth post-tax contributions availableLife Insurance (Voluntary Life & AD&D for the employee and dependents)Short and long-term disabilityHealth Spending Account (HSA)Transportation benefitsEmployee Assistance ProgramTime 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 Oct 7, 2026.

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.

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.