Remote Banking Escalations Specialist

TEKsystems; Chandler (AZ); Hybrid; USD 33,062 - 35,817; Full time

Benefits offered by this job

Medical, dental & vision

401(k) Retirement Plan

Life Insurance

Disability protection

HSA

Time Off

Job summary

TEKsystems in Chandler, AZ is seeking a Complaints Resolution Specialist to own escalated customer complaints from investigation through final resolution. You will engage with customers, gather information, and coordinate with internal teams to ensure compliant, timely outcomes.

The role emphasizes strong communication, detailed research, and adherence to regulatory standards, with a hybrid work setup in Chandler, AZ.

Qualifications

• Excellent verbal communication and ability to de-escalate customers over the phone.
• Excellent written communication for emails and case documentation.
• Ability to follow policies, procedures and regulatory requirements.
• Strong organizational, pipeline and time management skills to handle multiple cases.
• Tech-savvy with navigation of multiple systems and screens.
• Comfortable in hybrid/remote environment and setting up equipment.
• Strong critical thinking to analyze situations and determine resolutions.

Responsibilities

• Review and manage a caseload of 5-10 active complaints at various stages.
• Contact customers for updates and gather information to move toward resolution.
• Conduct investigations using internal systems to determine root causes.
• Collaborate with business units to resolve issues and ensure accurate outcomes.
• Document findings and steps in the case management system.
• Place cases on hold when awaiting information and resume investigations.
• Ensure all complaints meet SLAs and regulatory requirements.

Skills

Verbal comms

Written comms

Policy compliance

Organizational skills

Tech-savvy

Hybrid/Remote

Critical thinking

Tools

Case management software

Internal systems

Job description

TEKsystems in Chandler, AZ is seeking a Complaints Resolution Specialist to own escalated customer complaints from investigation through final resolution. You will engage with customers, gather information, and coordinate with internal teams to ensure compliant, timely outcomes.

The role emphasizes strong communication, detailed research, and adherence to regulatory standards, with a hybrid work setup in Chandler, AZ.