Escalation Specialist

TEKsystems • San Francisco, CA

4d • $25 - $25 • Hybrid

About The Position

A leading financial services organization is seeking experienced customer service professionals to join its Executive Complaints team as an Escalations Specialist. In this role, you will serve as the primary point of contact for customers with active escalated complaint cases, ensuring exceptional service and communication throughout the complaint resolution process. This position is ideal for candidates with a strong background in banking, financial services, mortgage operations, underwriting, loan processing, or high-level customer support.

Requirements

• 4+ years of customer-facing experience within financial services, banking, mortgage, lending, or related business services environments.
• Experience in one or more of the following areas: Senior Customer Service, Underwriting, Loan Processing, Mortgage Processing, Quality Assurance, Complaint Resolution, Case Management, Research Functions.
• Strong verbal and written communication skills.
• Proven ability to de-escalate difficult customer situations.
• Experience with Microsoft Office Suite, including Word, Excel, Outlook, and Teams.
• Strong organizational and time-management abilities.
• Ability to manage multiple priorities and deadlines simultaneously.
• High-speed internet access
• Ability to connect via Ethernet cable
• Quiet, private workspace
• Secure location for company equipment

Nice To Haves

• Escalations or complaint-management experience.
• Strong critical-thinking and problem-solving skills.
• Ability to navigate multiple systems and applications efficiently.
• Experience working within regulated environments.

Responsibilities

• Act as the Single Point of Contact for customers with escalated complaints.
• Handle inbound and outbound customer communications throughout the complaint lifecycle.
• Gather information, provide case updates, and communicate final case outcomes.
• Support customers with complex inquiries regarding financial products and services.
• Document all interactions and case activity in internal systems.
• Review complaints and appropriately classify risk factors.
• Follow established policies, procedures, and regulatory guidelines.
• Partner with internal teams to ensure timely complaint resolution.
• Meet productivity, quality, and service-level expectations.

Benefits

• Medical, dental, and vision coverage
• 401(k) retirement plan
• Life insurance options
• Short- and long-term disability coverage
• Health Savings Account (HSA)
• Employee Assistance Program (EAP)
• Paid time off and leave benefits
• Critical Illness, Accident, and Hospital
• Transportation benefits

What This Job Offers

• Career Level: Mid Level
• Education Level: No Education Listed