Customer Complaint Resolution Specialist (Financial Services)

TEKsystems•Sioux Falls, SD

19h•$25 - $25•Hybrid

About The Position

Join a leading financial services organization recognized for career growth, professional development, and internal advancement opportunities. This role offers the chance to work directly with customers during the complaint resolution process, serving as their dedicated Single Point of Contact (SPOC) from initial outreach through final resolution. This is an excellent opportunity for experienced banking, mortgage, lending, underwriting, quality assurance, research, or sr customer service professionals who enjoy helping customers navigate complex situations while maintaining a high level of professionalism and compliance. As a Customer Complaint Resolution Specialist, you will manage ongoing complaint cases by serving as the primary customer contact throughout the resolution process. While investigative research and decisioning are handled by dedicated case workers, you will be responsible for communicating with customers, gathering information, providing status updates, and delivering resolution outcomes. Success in this role requires strong communication skills, the ability to de-escalate challenging situations, exceptional organizational abilities, and experience managing multiple cases simultaneously.

Requirements

4+ years of customer-facing experience within a financial services environment.
Experience in one or more of the following: Sr Customer Service, Mortgage or Loan Processing, Underwriting, Quality Assurance, Research, Complaint Resolution, Escalations Management
Strong verbal communication and customer de-escalation skills.
Professional written communication skills for email and case documentation.
Experience working within multiple systems and applications simultaneously.
Proficiency with Microsoft Office, including Outlook, Word, Excel, and Teams.
Strong time management and organizational skills.
Ability to work independently while meeting deadlines and compliance standards.
High-speed internet access.
Ability to connect directly via Ethernet cable.
A quiet and private workspace.
A secure location to store company-issued equipment.
Comfort working independently both onsite and remotely.

Responsibilities

Serve as the primary point of contact for customers with active complaint cases.
Make and receive calls to discuss complaint statuses, gather information, and provide updates.
Build rapport with customers while managing sensitive and escalated situations.
Communicate complaint resolution decisions professionally and clearly.
Document customer interactions and case details in a web-based case management system.
Review complaints for regulatory and non-regulatory concerns and classify risks appropriately.
Support customers with inquiries regarding financial products and services.
Perform complex administrative and customer support activities.
Follow established policies, procedures, and compliance requirements.
Collaborate with internal complaint resolution and escalation teams to ensure timely case completion.
Manage multiple cases simultaneously while meeting service level expectations and deadlines.