Escalation Specialist

TEKsystems; Sioux Falls (SD); Hybrid; USD 29,000 - 40,000; Full time

Benefits offered by this job

Medical, dental & vision

401(k) Retirement Plan

Life Insurance

Disability

HSA

Transportation benefits

Employee Assistance Program

Time off or PTO

Job summary

TEKsystems is seeking a Contract-to-Hire SPOC team member in Sioux Falls, SD to manage escalated bank complaints. You will handle customer calls, collect information, and document progress while coordinating with others in the workflow to move cases forward.

The role requires strong communication, written skills, and comfort with multiple systems. It offers hybrid work arrangements and a comprehensive benefits package.

Qualifications

• Strong communication skills with the ability to de-escalate customers over the phone.
• Effective written communication via email.
• Ability to navigate multiple systems and work from home part of the time.

Responsibilities

• Handle inbound/outbound calls to active complaint cases and update customers on progress.
• Serve as the SPOC and document complaints in a web-based tool.
• Coordinate with intake and other case workers to progress cases to completion.

Skills

Communication skills

Written communication

Tech savviness

Job description

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 a separate intake team who will then do the initial discovery and information collection for the complaint to go into a work queue. These team members will then take control of complaints in progress and will see it through until it has reached the qualifications for completion.

Typical Day

As a member of the SPOC (Single Point of Contact) team, this role will primarily involve customer communications via phone throughout the complaint resolution process. Team members will be responsible for handling outbound/inbound calls to customers who have an active complaint case to introduce themselves, collect information, update customers on progress and provide the case resolution decision. This person will not be doing the research and resolution decisioning as that will be done by a different case worker.

Team members will work within a web-based tool to document and track complaints.

Qualifications

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.

Tech Savvy - will 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.

Job Type & Location

This is a Contract to Hire position based out of Sioux Falls, SD.

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 Sioux Falls, SD.

Application Deadline: This position is anticipated to close on Aug 27, 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.