Escalated Complaints Case Specialist – Financial Services Are you a skilled communicator with a passion for resolving complex customer issues? Join our Complaints Resolution Team, where you’ll take ownership of high-level complaints and help ensure customers receive the support and solutions they deserve. About the Role: This team handles in-progress complaint cases related to credit cards, checking accounts, and business banking. After initial intake and discovery, you’ll step in to investigate, collaborate, and resolve each case with professionalism and care. What You’ll Be Doing: + Case Ownership: Manage 5–10 active complaints at a time, each requiring thoughtful investigation and resolution. + Customer Engagement: Speak directly with customers to understand their concerns, provide updates, and ensure their issues are addressed thoroughly. + Cross-Functional Collaboration: Work with internal departments to gather information and coordinate resolution efforts. + Documentation & Compliance: Use a web-based case management system to track progress, document findings, and ensure compliance with internal standards and regulatory requirements. Your Day Might Include: + Reviewing new complaints and determining the best course of action. + Putting cases on hold when awaiting additional information or responses. + Following up with customers and internal teams to move cases forward. + Ensuring each complaint meets resolution criteria before closing. Key Responsibilities: + Support customers with inquiries and complaints related to financial products and services. + Conduct investigative steps to identify issues and process complex transactions. + Review complaints for regulatory and non-regulatory flags and classify risks appropriately. + Respond independently to high-level escalations. + Collaborate with the Escalations Team to ensure smooth daily operations. Top Skills We’re Looking For: + Complaint handling and resolution + Escalation call experience + Strong customer service in financial services + Proficiency with MS Office Suite Additional Qualifications: + Excellent verbal and written communication skills, especially in de-escalating customer concerns. + Ability to follow structured policies and procedures with consistency. + Strong time management and multitasking skills—juggling multiple cases at different stages. + Tech-savvy and comfortable navigating multiple systems and working remotely. Ideal Candidates Will Have: + Professional office experience, preferably in financial services or a similar regulated industry. + A calm, empathetic approach to customer interactions. + Experience handling 5+ high-level escalation calls per day. Pay and Benefits The pay range for this position is $20.00 - $20.00/hr. 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 Charlotte,NC. Application Deadline This position is anticipated to close on Sep 9, 2025. h4>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 We’re 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. We’re 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. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re 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.