Financial Services Escalations Specialist

Financial Services Escalations Specialist

+ Hybrid | Shoreview, MN

+ 12-Month Contract

+ $25.00/Hour

About the Role

We are seeking experienced financial services professionals to join a Customer Complaint Resolution team focused on handling complex, escalated customer concerns. In this role, you will take ownership of customer complaints from investigation through final resolution, ensuring regulatory compliance while providing exceptional customer service.

This position is ideal for individuals who have strong financial services experience, enjoy problem-solving, and can successfully manage sensitive customer situations with professionalism and empathy.

Key Responsibilities

+ Investigate and resolve escalated customer complaints involving financial products and services.

+ Communicate directly with customers to gather information and provide case updates.

+ Research issues across multiple systems and partner with internal departments to drive resolution.

+ Review complaints for regulatory and non-regulatory risks and apply appropriate case classifications.

+ Document case activity thoroughly within case management systems.

+ Manage multiple active cases simultaneously while meeting established deadlines.

+ Handle high-level customer escalations and effectively de-escalate difficult situations.

+ Follow established policies, procedures, and compliance requirements.

Qualifications Required

+ 4+ years of customer-facing experience within a financial services environment.

+ Experience in one or more of the following areas:

+  Senior Customer Service

+ Loan Processing

+ Mortgage Processing

+ Underwriting

+ Quality Assurance

+ Research

+ Other comparable financial services roles

+ Strong verbal and written communication skills.

+ Ability to investigate issues, analyze information, and make sound decisions.

+ Strong organizational and time-management skills.

Technical Skills

+ Microsoft Word

+ Microsoft Outlook

+ Microsoft Excel

+ Microsoft Teams

+ Ability to navigate multiple systems simultaneously

Preferred Experience

+ Complaint resolution

+ Escalations management

+ Financial services operations

+ Customer support

+ Risk or compliance-related work

What Makes Someone Successful

+ Excellent de-escalation and conflict-resolution skills.

+ Strong attention to detail and documentation accuracy.

+ Ability to manage a pipeline of cases in various stages of resolution.

+ Comfort working independently and making decisions within established guidelines.

+ Ability to adapt quickly to new systems and processes.

Work Environment Training Period

+ First 30-60 days onsite

+ Monday-Friday, 8:00 AM-5:00 PM

After Training

+ Hybrid schedule: alternating weeks onsite and remote

+ Monday-Friday, 8:00 AM-5:00 PM

Remote Work Requirements

Candidates must have:

+ High-speed internet service

+ Ability to connect through an Ethernet cable

+ A quiet, dedicated workspace

+ Secure storage for company equipment

Why Consider This Opportunity?

This role offers the opportunity to develop expertise in complaint investigations, customer advocacy, and financial services operations while working in a collaborative environment. High-performing professionals may have future opportunities for long-term career growth based on business needs and performance.

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Job Type & Location

This is a Contract position based out of Shoreview, MN.

Pay and Benefits

The pay range for this position is $25.00 - $25.00/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 Shoreview,MN.

Final date to receive applications

This position is anticipated to close on Aug 13, 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.

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