SPOC Customer Communications Specialist (Hybrid)

TEKsystems; Shoreview (MN); Hybrid; USD 28,000 - 40,000; Full time

Benefits offered by this job

Medical, Dental & Vision

401(k) Plan

Life Insurance

Disability Insurance

Health Spending Account

Transportation Benefits

Employee Assistance Program

PTO / Vacation

Job summary

TEKsystems in Shoreview, MN is seeking a contract team member for the SPOC team handling escalated complaints from customers of financial products. You will focus on customer communications by phone, update on progress, and convey case resolutions while the case research is done by others.

The role emphasizes strong communication, ability to de-escalate, and comfort navigating multiple systems from a home-office setting. Hybrid work in Shoreview, with benefits typical of the assignment.

Qualifications

• Excellent customer service and communication skills.
• Ability to de-escalate customers over the phone.
• Experience handling multiple complaints and meeting deadlines.
• Proficiency with web-based tools and remote work setup.

Responsibilities

• 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

Customer service

Support

Customer support

Call center

Technical support

Troubleshooting

Operation

Job description

TEKsystems in Shoreview, MN is seeking a contract team member for the SPOC team handling escalated complaints from customers of financial products. You will focus on customer communications by phone, update on progress, and convey case resolutions while the case research is done by others.

The role emphasizes strong communication, ability to de-escalate, and comfort navigating multiple systems from a home-office setting. Hybrid work in Shoreview, with benefits typical of the assignment.