Escalation Specialist

TEKsystems; United States; Hybrid; USD 28,000 - 40,000; Part time

Job summary

TEKsystems is seeking a Customer Escalations Specialist for Financial Services in Chandler, AZ. The role is hybrid and contract-to-hire, focusing on SPOC escalation management for banking product-related complaints. You will handle inbound/outbound calls, keep customers informed through the resolution, and coordinate with internal teams to reach compliant, timely outcomes.

Training provided. This position requires strong customer service experience and ability to work with sensitive escalated

Qualifications

• Experience in financial services customer support.
• Ability to handle complex, sensitive, escalated situations.
• Excellent communication and case-management skills.

Responsibilities

• Handle inbound and outbound calls with customers who have active complaint cases.
• Serve as the customer's primary point of contact throughout the complaint resolution process.
• Provide updates regarding the status and progress of active complaints.
• Communicate final complaint resolution decisions to customers.
• Review complaints for regulatory and non-regulatory flags.
• Classify risks appropriately within the case management system.

Skills

Customer service experience

Escalation management

Financial services knowledge

Job description

Customer Escalations Specialist Financial Services

Location: Chandler, AZ

Worksite: 2800 S Price Rd, Chandler, AZ

Schedule: Hybrid

Employment Type: Contract-to-Hire

Pay Rate: $25.00/hour

Schedule: Monday-Friday, 8:00 AM-5:00 PM local time after training

Training Schedule: 7:00 AM start time

Position Overview

We are seeking experienced financial services professionals to join a Single Point of Contact (SPOC) Escalations Team. This position focuses on communicating with customers who have active, escalated complaints involving banking products or services.

An intake team will complete the initial discovery and information gathering, and a separate case worker will handle the primary research and resolution decisioning. As the Single Point of Contact, you will manage communication with the customer throughout the complaint process, keeping them informed from introduction through final resolution.

This is an excellent opportunity for someone with strong customer service experience who is comfortable handling complex, sensitive, and escalated customer situations.

Key Responsibilities

• Handle inbound and outbound calls with customers who have active complaint cases.
• Serve as the customer's primary point of contact throughout the complaint resolution process.
• Introduce yourself to customers and explain your role in their complaint case.
• Gather additional information from customers when needed.
• Provide updates regarding the status and progress of active complaints.
• Communicate final complaint resolution decisions to customers.
• Support internal and external customers with inquiries and complaints related to financial products and services.
• Independently respond to complaints that have been escalated to a high level.
• Perform complex administrative and customer support tasks.
• Document and track complaint activity accurately within a web-based case management system.
• Review complaints for regulatory and non-regulatory flags.
• Classify risks appropriately within the case management system.
• Ensure customer concerns are addressed while maintaining company policies, procedures, and compliance standards.
• Partner with internal teams throughout the complaint resolution process.

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.

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 jobclassification and length of employment. Benefits are subject to change and may besubject to specific elections, plan, or program terms. If eligible, the benefitsavailable 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 8, 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

Were 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. Were 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. Were strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. Were 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.