Intake Representative

TEKsystems•Linn Township, IA

7d•$20 - $20•Hybrid

About The Position

The Intake Representative works in the complaints department, handling escalated complaints related to the company. The intake team conducts initial discovery and gathers information so complaints can be entered into a work queue for case workers, who manage cases through completion. The role combines inbound customer calls, warm transfers from other departments, and preparing formal complaint cases when not on the phone. Calls typically last 5–20 minutes, with occasional calls lasting 30–45 minutes; there is no set call-time metric. This is a contract-to-hire position based in West Des Moines, Iowa, with a hybrid workplace. The stated pay range is $20.00 per hour. Individual compensation depends on factors including qualifications, skills, relevant experience, job knowledge, geographic location, and internal equity. Benefits may be available depending on eligibility, job classification, and length of employment.

Requirements

Strong communication skills and the ability to de-escalate customers over the phone; expect 5 or more high-level escalation calls per day.
Ability to communicate effectively in writing and through email.
Ability to follow policies and procedures and execute tasks repetitively.
Pipeline and time-management skills to work on complaints in different statuses while meeting deadlines.
Technology proficiency, including toggling between multiple systems and screens.
Ability to set up equipment and navigate technology effectively while working from home part of the time.

Responsibilities

Handle inbound calls from customers with open and active complaint cases.
Handle inbound warm-transfer calls from other departments to resolve escalated complaints or gather information for a formal complaint.
Compile and create formal complaint cases for case workers when not on the phone.
Support internal and external customers with inquiries and complaints regarding financial products and services.
Determine appropriate courses of action, investigate issues, and process complex transactions online.
Perform complex administrative and customer support tasks.
Review complaints for regulatory and non-regulatory flags and classify risks in the case management system in accordance with internal requirements and standards.
Independently respond to complaints escalated at the highest level.
Interact with internal and external customers to resolve their issues.
Interact with the immediate Escalations team to oversee the day-to-day activities of the support Escalations Team.