Financial Services Escalations Specialist

TEKsystems•Shoreview, MN

2d•$25 - $25•Hybrid

About The Position

We are seeking experienced financial services professionals to join a Customer Complaint Resolution team focused on handling complex, escalated customer concerns. In this role, you will take ownership of customer complaints from investigation through final resolution, ensuring regulatory compliance while providing exceptional customer service. This position is ideal for individuals who have strong financial services experience, enjoy problem-solving, and can successfully manage sensitive customer situations with professionalism and empathy.

Requirements

4+ years of customer-facing experience within a financial services environment.
Experience in one or more of the following areas: Senior Customer Service, Loan Processing, Mortgage Processing, Underwriting, Quality Assurance, Research, Other comparable financial services roles
Strong verbal and written communication skills.
Ability to investigate issues, analyze information, and make sound decisions.
Strong organizational and time-management skills.
Microsoft Word
Microsoft Outlook
Microsoft Excel
Microsoft Teams
Ability to navigate multiple systems simultaneously

Nice To Haves

Complaint resolution
Escalations management
Financial services operations
Customer support
Risk or compliance-related work
Excellent de-escalation and conflict-resolution skills.
Strong attention to detail and documentation accuracy.
Ability to manage a pipeline of cases in various stages of resolution.
Comfort working independently and making decisions within established guidelines.
Ability to adapt quickly to new systems and processes.

Responsibilities

Investigate and resolve escalated customer complaints involving financial products and services.
Communicate directly with customers to gather information and provide case updates.
Research issues across multiple systems and partner with internal departments to drive resolution.
Review complaints for regulatory and non-regulatory risks and apply appropriate case classifications.
Document case activity thoroughly within case management systems.
Manage multiple active cases simultaneously while meeting established deadlines.
Handle high-level customer escalations and effectively de-escalate difficult situations.
Follow established policies, procedures, and compliance requirements.