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Escalations Intake Representative

Escalations Intake Representative

TEKsystemsChandler,AZ,85224,USA
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About the Role

We are seeking detail-oriented and empathetic professionals to join a dynamic complaints intake team within a major financial institution. This team plays a critical role in managing escalated customer complaints and ensuring they are properly documented and routed for resolution.

As an Escalations Intake Representative, you will be the first point of contact for customers with active complaint cases. You’ll handle inbound calls, gather essential information, and create formal cases for further investigation by case workers.

Key Responsibilities

  • Handle inbound calls from customers with active complaint cases.
  • Receive warm transfers from internal departments and initiate formal complaints.
  • Compile and document complaint details into case management systems.
  • Conduct investigative steps to identify issues and determine appropriate actions.
  • Review complaints for regulatory and non-regulatory flags and classify risks.
  • Respond independently to high-level escalations.
  • Collaborate with internal teams to ensure timely and compliant resolution.

Qualifications

  • 2+ years of customer service experience, specifically handling escalated calls.
  • 1+ year of experience in financial services or banking.
  • Strong written and verbal communication skills.
  • Ability to follow procedures and manage multiple cases simultaneously.
  • Comfortable navigating multiple systems and screens.
  • Tech-savvy with proficiency in MS Office Suite (Word, Outlook, Excel, Teams).

    • Work Environment & Schedule

  • Hybrid Schedule :  After initial 4-week training (100% onsite), schedule alternates weekly between in-office and remote work.
  • Training Hours :  Monday–Friday, 8 : 00 AM – 5 : 00 PM.
  • Post-Training Hours :  Monday–Friday, 8 : 00 AM – 5 : 00 PM.

    • Remote Work Requirements :

  • High-speed internet with Ethernet connection.
  • Quiet, private workspace.
  • Secure location to store company equipment.

    • Additional Information

  • Expedited training program with ramp-up period and monthly performance targets.
  • Regular one-on-one meetings with managers for feedback and development.
  • Contract employees may be considered for permanent roles based on performance and business needs.

    • priorityeast

    Pay and Benefits

    The pay range for this position is $ - $

    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 Sep 9, 2025.

    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 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 information or any characteristic protected by law.

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    Intake Representative • Chandler,AZ,85224,USA