Banking CSR Escalations - Hybrid Remote

Customer Complaint Resolution Specialist (SPOC)

• Hybrid schedule:
  • One week onsite
  • One week remote
• Pay rate: $25/hour + Benefits

Hybrid Opportunity | 12-Month Contract | Career Growth Potential

Are you a strong communicator who thrives in a fast-paced environment and enjoys helping customers navigate complex situations? We are seeking Customer Complaint Resolution Specialists to join a large financial services organization supporting escalated customer concerns through a dedicated Single Point of Contact (SPOC) team.

This is an excellent opportunity to gain experience with a leading financial institution, build valuable customer advocacy skills, and position yourself for potential long-term career opportunities.

Position Overview

As a member of the Single Point of Contact (SPOC) team, you will serve as the primary liaison for customers who have active complaint cases. Rather than investigating or determining final resolutions, your focus will be on maintaining communication with customers throughout the complaint resolution process.

You will provide updates, gather information, answer questions, and ensure customers feel supported while their cases are being reviewed by specialized case management teams.

Key Responsibilities

• Serve as the primary point of contact for customers with active complaint cases.
• Handle inbound and outbound customer calls throughout the complaint lifecycle.
• Introduce yourself to customers assigned to your queue and establish ongoing communication.
• Collect relevant information and documentation from customers.
• Provide status updates and communicate final case decisions.
• Document all customer interactions accurately within a web-based case management system.
• Support customers with inquiries related to financial products and services.
• Review complaints for regulatory and non-regulatory considerations and classify risks appropriately.
• Perform complex administrative and customer support tasks.
• Work collaboratively with internal escalation teams to ensure timely issue resolution.
• Manage multiple cases simultaneously while meeting established deadlines and service expectations.

Schedule

Training Period

Monday - Friday

• 8:00 AM - 5:00 PM
• 100% onsite during training (approximately 30-60 days)

Post-Training

Monday - Friday

• 8:00 AM - 5:00 PM

Contract Details

• Initial contract term: 12 months
• Current project estimated to run 7-9 months , with potential extensions based on business needs
• Opportunities may exist to transition into other departments or projects following completion of the assignment
• High-performing contractors may be considered for future permanent opportunities as business needs allow

Why Apply?

• Gain experience with a nationally recognized financial services organization.
• Develop expertise in customer advocacy, complaint management, and financial services operations.
• Exposure to a highly regulated environment with strong career development potential.
• Opportunity to build valuable skills that can lead to future advancement opportunities.

Apply today if you're passionate about customer experience, thrive under pressure, and have the communication skills to help customers through complex situations.

This is a Contract position based out of San Antonio, TX.

The pay range for this position is $25.00 - $25.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

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)

This is a hybrid position in San Antonio,TX.

This position is anticipated to close on Aug 29, 2026.

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 TEKsystems.com.

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.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.