Job Description

Intake Representative

Job Description

We are seeking an Intake Representative to join a customer complaints team within a large financial services organization. This position focuses on handling escalated customer concerns involving financial products and services while providing professional, accurate, and solutions-focused support.

In this role, you will speak directly with customers who have active complaints, receive escalated calls transferred from other departments, gather information surrounding customer concerns, and create detailed complaint cases for further investigation. The ideal candidate has previous banking or financial services experience, is comfortable handling difficult conversations, and can effectively manage multiple systems and cases in a fast-paced environment.

Responsibilities

• Handle inbound calls from customers with open or active complaint cases.
• Receive warm transfers from internal departments involving escalated customer concerns.
• Use strong communication and de-escalation skills to assist customers and gather relevant information.
• Create and document formal complaint cases for additional investigation and resolution.
• Support customers with questions and complaints involving financial products and services.
• Review complaints for potential regulatory and non-regulatory concerns and accurately classify information within the case management system.
• Conduct investigative steps to better understand customer concerns and determine the appropriate next steps.
• Maintain detailed and accurate documentation of customer interactions and case information.
• Manage multiple complaints in different stages while meeting established deadlines.
• Perform administrative and customer support tasks while following established policies and procedures.
• Navigate multiple systems and screens efficiently while speaking with customers.
• Collaborate with internal escalation and case management teams to support complaint resolution.

Qualifications

• 2+ years of customer service experience, including experience handling escalated or difficult customer interactions.
• 1+ year of banking, financial services, or closely related experience.
• Strong verbal communication and customer de-escalation skills.
• Professional written communication skills for emails and case documentation.
• Strong attention to detail and ability to accurately document sensitive information.
• Ability to manage multiple cases, priorities, and deadlines simultaneously.
• Comfortable following established policies, procedures, and compliance requirements.
• Proficiency with Microsoft Word, Outlook, Excel, and Teams.
• Strong technical skills with the ability to navigate multiple systems and applications simultaneously.
• Previous professional office experience.

Preferred Experience

• Banking customer service experience.
• Financial services experience.
• Complaint resolution or escalations experience.
• Experience working in a regulated or compliance-focused environment.
• Experience managing high-level customer escalations over the phone.

Schedule & Work Environment

• Monday-Friday, 8:00 AM-5:00 PM
• Initial training is expected to be 100% onsite for approximately 30-60 days.
• Following training, the position transitions to a hybrid schedule consisting of one week onsite and one week working from home.
• Customer calls typically range from 5-20 minutes, with occasional calls lasting 30-45 minutes.
• The position involves a combination of customer phone calls, complaint intake, documentation, and case creation.

Work-From-Home Requirements

To participate in the hybrid schedule, candidates must have:

• High-speed internet with the ability to connect via Ethernet cable.
• A quiet and private workspace suitable for handling confidential customer information.
• A safe and secure location to store company equipment.

Ideal Candidate

The ideal candidate is a professional and confident communicator who remains calm when working with frustrated or escalated customers. You should be comfortable investigating customer concerns, working within established procedures, documenting detailed information, and balancing phone responsibilities with administrative case work.

This is an excellent opportunity for someone with banking or financial services experience who wants to continue developing their experience in complaint resolution, customer escalations, risk awareness, and financial services operations.

Job Type & Location

This is a Contract to Hire position based out of West Des Moines, IA.

Pay and Benefits

The pay range for this position is $20.00 - $20.00/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)

Workplace Type

This is a hybrid position in West Des Moines,IA.

Application Deadline

This position is anticipated to close on Oct 10, 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

Were 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. Were 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. Were strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. Were 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.