Escalations Specialist

TEKsystems; Saint Paul (MN); Hybrid; USD 29,000 - 40,000; Full time

Benefits offered by this job

Medical, dental & vision

401(k) Retirement Plan

Life Insurance

Disability

Job summary

TEKsystems is seeking a Customer Complaint Resolution Specialist in Shoreview, MN on a hybrid schedule. The role starts on 9/28 with pay of $25.00/hr and a contract length of 7–12 months. You will serve as the Single Point of Contact for escalated complaints in a financial services environment, ensuring timely updates and compliant processes.

The ideal candidate will excel in customer communication, de-escalation, and managing multiple cases while adhering to policies and procedures.

Qualifications

• 4+ years of customer-facing experience within a financial services environment.
• Strong verbal and written communication skills.
• Ability to de-escalate challenging customer situations over the phone.
• Strong organizational, time management, and multitasking abilities.
• Experience working within multiple systems and applications simultaneously.

Responsibilities

• Serve as the primary point of contact for customers with active complaint cases.
• Conduct outbound and inbound customer communications throughout the complaint lifecycle.
• Gather information, provide case status updates, and communicate resolution decisions.
• Document customer interactions and case activity within a case management system.
• Review customer concerns and accurately classify complaint information.
• Support customers with inquiries related to financial products and services.
• Manage multiple complaint cases simultaneously while meeting deadlines.
• Follow policies, procedures, and regulatory requirements to ensure compliance.
• Collaborate with internal teams to support complaint resolution efforts.
• Handle escalated customer interactions professionally and effectively.

Skills

Customer service

De-escalation

Multi-tasking

Communication

Microsoft Office

Tools

Case management system

Microsoft Office Suite

Job description

Customer Complaint Resolution Specialist (Hybrid) *Start:* 9/28

*Pay: *$25.00/Hr

*Location:* Shoreview, MN. Hybrid remote. 1 week onsite, 1 week remote rotation

*Schedule:* Monday-Friday, 8:00 AM - 5:00 PM

*Contract Length:* 7-12 Months (Potential for Extension and Long-Term Opportunities)

About the Opportunity We are seeking experienced customer service professionals to join a team focused on handling escalated customer complaints within a financial services environment. This role serves as a Single Point of Contact (SPOC) for customers throughout the complaint resolution process, ensuring clear communication, timely follow-up, and a positive customer experience.

This position is ideal for candidates who excel in customer communication, de-escalation, and managing multiple cases while maintaining compliance with established policies and procedures.

Key Responsibilities

• Serve as the primary point of contact for customers with active complaint cases.
• Conduct outbound and inbound customer communications throughout the complaint lifecycle.
• Gather information, provide case status updates, and communicate resolution decisions.
• Document customer interactions and case activity within a case management system.
• Review customer concerns and accurately classify complaint information.
• Support customers with inquiries related to financial products and services.
• Manage multiple complaint cases simultaneously while meeting established deadlines.
• Follow policies, procedures, and regulatory requirements to ensure compliance.
• Collaborate with internal teams to support complaint resolution efforts.
• Handle escalated customer interactions professionally and effectively.

Required Qualifications

• 4+ years of customer-facing experience within a financial services environment.
• Experience in one or more of the following areas:
  • Senior Customer Service
  • Underwriting
  • Loan Processing
  • Mortgage Processing
  • Research
  • Quality Assurance
  • Similar financial services roles
• Strong verbal and written communication skills.
• Ability to de-escalate challenging customer situations over the phone.
• Strong organizational, time management, and multitasking abilities.
• Experience working within multiple systems and applications simultaneously.
• Proficiency with Microsoft Office Suite, including:
  • Outlook
  • Word
  • Excel
  • Teams

Preferred Qualifications

• Technical support experience.
• Troubleshooting skills.
• Operations experience.
• Experience managing escalated customer concerns.

Work Environment

• Initial training will be conducted onsite for approximately 30-60 days.
• Hybrid schedule following training:
  • One week onsite
  • One week remote
• Candidates must have:
  • High-speed internet access
  • Ability to connect via Ethernet cable
  • Quiet, professional workspace
  • Secure location for company equipment

Ideal Candidate

• Experienced in handling escalated customer interactions.
• Comfortable making and receiving customer calls throughout the day.
• Able to communicate complex information clearly and professionally.
• Detail-oriented and process-driven.
• Tech-savvy and adaptable to new systems.
• Thrives in a fast- paced environment while maintaining accuracy and professionalism.

What Makes This Opportunity Unique?

• Gain experience supporting high-level customer complaint resolution processes.
• Work within a respected financial services organization.
• Opportunity for contract extension based on business needs and performance.
• Potential pathway to future long-term career opportunities for top performers.

Job Type & Location

This is a Contract position based out of St Paul, 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 St Paul,MN.

Application Deadline

This position is anticipated to close on Sep 2, 2026.

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.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, 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.