Intake Representative - Hybrid

TEKsystems; United States; Hybrid; USD 23,000 - 32,000; Full time

Benefits offered by this job

Medical, dental & vision

401(k) Retirement Plan

PTO and sick leave

Job summary

TEKsystems is seeking team members for its complaints intake and escalation team based in West Des Moines, IA. The role handles incoming calls from customers with active complaints and supports escalation transfers to resolve issues.

This contract-to-hire position offers hybrid work, a $20/hour pay rate, and benefits eligibility after qualification, with a focus on de-escalation, accurate information gathering, and creating formal cases for downstream processing.

Qualifications

• Experience in call center environments.
• Strong written and spoken communication skills.
• Financial or banking background is a nice to have.

Responsibilities

• Handle inbound calls from customers with active complaints.
• Assist escalated customers via warm transfers to resolve complaints.
• Compile and create formal cases for case workers.

Skills

Complaint handling

Escalation calls

Banking customer service

Communication skills

Phone support

Tools

MS Office

Job description

Job 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 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:

Team members can expect to have a mixture of 3 different responsibilities each 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

Skills

complaint handling, complaint resolution, escalation calls, banking customer service, financial services, ms office suite

Qualifications

• Financial or Banking background is a nice to have
• Call Center experience
• 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.

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 10, 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.