Escalations Representative

TEKsystems; West Des Moines (IA); Hybrid; USD 33,062 - 44,083; Full time

Benefits offered by this job

Medical, dental & vision

401(k) Retirement Plan

Life Insurance

Short and long-term disability

HSA

Transportation benefits

Employee Assistance Program

Time Off/Leave

Job summary

TEKsystems in West Des Moines, IA is seeking Sr. Escalations Reps to close out cases arising from customer complaints. The role requires diligent review, investigation, and professional customer conversations. The position operates on a hybrid model, with initial onsite training and alternating onsite/remote weeks.

Candidates will handle 5–10 cases at a time, performing substantial reading and independent work, and making 5–10 calls daily to update customers on investigations and resolutions.

Qualifications

• 2+ years of experience with financial or banking customer service.

Responsibilities

• Review and resolve customer complaints with thorough investigation and clear communication.
• Manage 5–10 active cases at any time with independent research and documentation.
• Conduct 5–10 customer calls per day to inform about ongoing investigations and resolutions.
• Apply critical thinking to achieve timely resolutions.

Skills

Customer service

Banking

Job description

Now Hiring for Sr. Escalations Reps with a large banking company to help close out cases that are created after a customer complaint is filed. This is a very attention to detail and investigate position. This is a hybrid schedule where training is 100% onsite in West Des Moines, IA for the first month and then it's onsite 1 week and then remote the following week. Weekly rotation of onsite and then fully remote every other week.

Description:

You will review and then critically research and resolve the customers complaint. Complaints are coming into the bank from a variety of areas. Examples are Credit Card, Checking, Business or Consumer deposits, checking, etc. This could be an ATM, transaction in a branch, or at a retail store, etc.

Expectations are that this person will be managing 5 to 10 cases at any time. The first step is to thoroughly read the complaint and then investigate this compliant. There is A LOT of reading and independent work involved with this role. Once this initial research is completed, you will reach out to the customer via phone and let them know that you will be conducting an investigation. Each candidate can expect around 5 to 10 calls per day. Very low volume but professional conversations with customers about a complaint that needs to be addressed.

Critical thinking when it comes down to a resolution.

Qualifications:

• 2+ years of experience with financial or banking customer service

Schedule:

Monday-Friday, 8am-5pm

Job Type & Location

This is a Contract position based out of West Des Moines, IA.

Pay and Benefits

The pay range for this position is $24.00 - $32.00/hr.

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 West Des Moines, IA.

Application Deadline

This position is anticipated to close on Aug 13, 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.

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.

Equal Opportunity

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.