Escalation Specialist

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 a separate intake team who will then do the initial discovery and information collection for the complaint to go into a work queue. These team members will then take control of complaints in progress and will see it through until it has reached the qualifications for completion.

As a member of the SPOC (Single Point of Contact) team, this role will primarily involve customer communications via phone throughout the complaint resolution process. Team members will be responsible for handling outbound/inbound calls to customers who have an active complaint case to introduce themselves, collect information, update customers on progress and provide the case resolution decision. This person will not be doing the research and resolution decisioning as that will be done by a different case worker.

Team members will work within a web-based tool to document and track complaints.

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.

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.

This is a Contract to Hire position based out of Sioux Falls, SD.

The pay range for this position is $25.00 - $25.00/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 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 Sioux Falls, SD.

Final date to receive applications:
This position is anticipated to close on Aug 27, 2026.

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.

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…