Escalations Specialist

Escalated Complaints / Customer Support Specialist

Do you stay calm under pressure, know how to de-escalate tough conversations, and enjoy solving complex customer issues? This could be a great fit.

• Reviewing escalated customer complaints and determining next steps
• Speaking with customers, including high-level escalation calls
• Researching complaints, gathering missing information, and working with internal teams
• Managing approximately 5 to 10 active complaints at a time
• Documenting, tracking, and resolving cases in a web-based case management system
• Reviewing complaints for regulatory and non-regulatory flags
• Supporting internal and external customers with inquiries related to financial products and services

• Strong customer service experience in a professional office environment
• Excellent communication skills over the phone and through email
• Ability to de-escalate customers calmly and professionally
• Strong attention to detail and ability to follow policies and procedures
• Solid time management skills while juggling multiple cases
• Tech-savvy mindset with comfort toggling between systems and screens
• Microsoft Office Suite experience

• Can handle escalated conversations without getting rattled
• Enjoys research, problem-solving, and case ownership
• Works well independently while meeting deadlines
• Thrives in a structured, policy-driven environment

Looking for a customer service professional who is calm under pressure, detail-oriented, and comfortable handling escalated customer concerns.

This role supports complaints related to credit cards, checking accounts, and business banking. You’ll review active complaints, contact customers, research issues, coordinate with internal teams, document updates, and see each case through completion.

• Strong professional customer service experience
• Ability to handle high-level escalation calls
• Excellent written and verbal communication skills
• Strong time management and follow-through
• Comfort working in multiple systems
• Microsoft Office Suite experience
• Ability to follow policies and procedures consistently

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

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 West Des Moines,IA.

Final date to receive applications This position is anticipated to close on Aug 4, 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 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

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…