Escalation Specialist Financial Services

Location: Chandler, AZ

Schedule: MondayFriday, 8:00 AM5:00 PM local time after training

Work Arrangement: Hybrid

Position Overview

We are seeking an experienced Escalation Specialist to join a financial services complaints management team. This position is part of a Single Point of Contact (SPOC) team responsible for communicating directly with customers who have active escalated complaint cases.

You will serve as the customer's primary point of contact throughout the complaint process. Responsibilities include gathering information, providing case updates, communicating resolution decisions, and ensuring all customer interactions are accurately documented.

This is a highly customer-facing position requiring professionalism, strong communication skills, and the ability to confidently assist customers who may be frustrated or dissatisfied.

Key Responsibilities

Manage inbound and outbound calls regarding active escalated customer complaints.
Serve as the primary point of contact throughout the complaint resolution process.
Gather additional information from customers and provide timely case updates.
Professionally communicate complaint resolution decisions.
De-escalate challenging customer interactions while maintaining a positive experience.
Document and track customer interactions using a web-based case management system.
Review complaint information and identify appropriate regulatory or non-regulatory classifications.
Follow established policies, procedures, compliance standards, and documentation requirements.
Manage multiple complaint cases at various stages while meeting established deadlines.
Collaborate with internal teams responsible for researching and resolving complaint cases.

Required Qualifications

4+ years of customer contact experience within the financial services industry, including experience in one or more of the following:
- High level Customer Service
- Underwriting
- Loan or Mortgage Processing
- Financial Services Research
- Quality Assurance
- Similar banking or financial services positions
Strong verbal communication and customer de-escalation skills.
Comfortable spending a significant portion of the workday communicating with customers by phone.
Strong professional writing and email communication skills.
Ability to consistently follow established policies and procedures.
Strong organization, time management, and case management skills.
Ability to navigate multiple applications, systems, and screens simultaneously.
Previous professional office experience.

Technology Skills

Prior experience with Microsoft Office Suite, particularly:

Microsoft Word
Microsoft Excel
Microsoft Outlook
Microsoft Teams

Hybrid Work Requirements

Candidates must have:

Reliable high-speed internet.
Ability to connect directly to the internet using an Ethernet cable.
A quiet and private home workspace.
A safe and secure location to store company-provided equipment.
Ability to independently set up and effectively navigate computer equipment and technology.

Ideal Candidate

The ideal candidate has a strong background in banking or financial services and experience handling sensitive or escalated customer situations. This individual should be comfortable working with dissatisfied customers, explaining information clearly, following structured processes, and maintaining professionalism during challenging conversations.

Experience in complaint management, escalations, financial customer service, lending, mortgage operations, underwriting, or quality assurance is highly desirable.

Schedule & Training

Training: 7:00 AM start time in Arizona.
After Training: 8:00 AM5:00 PM local time, Monday through Friday.
Work Environment: Hybrid schedule.

Why Consider This Opportunity?

Gain valuable experience in a large, professional financial services environment.
Develop specialized experience in customer escalations and complaint management.
Build experience in regulatory compliance, customer communication, and case management.
Work in a structured MondayFriday schedule with hybrid flexibility.
Opportunity to strengthen your background within the banking and financial services industry

Job Type & Location

This is a Contract to Hire position based out of Chandler, AZ.

Pay and Benefits

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 Chandler,AZ.

Application Deadline

This position is anticipated to close on Oct 10, 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

Were 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. Were 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. Were strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. Were 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.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.

Escalation Specialist