Intake Representative

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 Wells Fargo customers who have an open and active complaint case
2. Handling inbound warm transfer calls from other Wells Fargo 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.

JOB DESCRIPTION:

- 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

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

Top Skills Details

complaint handling,complaint resolution,escalation calls

Additional

Skills & Qualifications

Desired Skills 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. DISQUALIFIERS:

- jumpy call center resumes - medical/healthcare customer service - no professional office experience

Experience Level

Entry Level

Job Type & Location

This is a Contract position based out of West Des Moines, IA.

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 West Des Moines,IA.

Final date to receive applications

This position is anticipated to close on Jul 17, 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  

We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our…