Intake Representative

TEKsystems; United States; Hybrid; USD 25,000 - 30,000; Full time

Benefits offered by this job

Medical, dental & vision

401(k) Retirement Plan

Life Insurance

Disability insurance

Paid Time Off

Job summary

TEKsystems in West Des Moines, IA is seeking a contract-to-hire intake/case management specialist to handle escalated complaints and support the intake and case worker teams. You will gather information, initiate formal cases, and work across multiple systems, with hybrid work options and a pay range of $20.00/hr.

The role emphasizes communication, investigation, and regulatory awareness, with opportunities to join a large services organization serving top clients.

Qualifications

• Strong communication skills with the ability to de-escalate customers over the phone.
• Ability to communicate effectively through writing and emails.
• Follow Policy + Procedures to execute tasks repetitively.
• Pipeline and time management across multiple complaints with deadlines.
• Tech savvy and able to navigate multiple systems while working remotely.

Responsibilities

• Support internal and external customers with inquiries and complaints regarding financial products and services.
• Determine appropriate action, conduct investigative steps, and process complex transactions online.
• Perform complex administrative and customer support tasks.
• Review complaints for regulatory and non-regulatory flags and classify risks in the case management system.
• Respond independently to complaints escalated at the highest level.
• Interact with customers and the Escalations team to oversee day-to-day activities.

Skills

Communication

De-escalation

Email writing

Policy adherence

Time management

Tech savvy

Job description

Team members will be working in complaints department regarding escalated complaints for anything within the company. 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

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.

Duties

• 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

• 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.
• 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 West Des Moines, IA.

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 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 West Des Moines,IA.

Application Deadline

This position is anticipated to close on Oct 9, 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.