Complaint Escalation Resolution Manager Jobs (NOW HIRING)

Location: Sioux Falls, SD (Hybrid)

Schedule: Monday-Friday, 8:00 AM-5:00 PM CST after training

Contract Length: 12-month contract with potential for extension and long-term career opportunities

Join a leading financial services organization recognized for career growth, professional development, and internal advancement opportunities. This role offers the chance to work directly with customers during the complaint resolution process, serving as their dedicated Single Point of Contact (SPOC) from initial outreach through final resolution. This is an excellent opportunity for experienced banking, mortgage, lending, underwriting, quality assurance, research, or sr customer service professionals who enjoy helping customers navigate complex situations while maintaining a high level of professionalism and compliance.

As a Customer Complaint Resolution Specialist, you will manage ongoing complaint cases by serving as the primary customer contact throughout the resolution process. While investigative research and decisioning are handled by dedicated case workers, you will be responsible for communicating with customers, gathering information, providing status updates, and delivering resolution outcomes.

Success in this role requires strong communication skills, the ability to de-escalate challenging situations, exceptional organizational abilities, and experience managing multiple cases simultaneously.

• Serve as the primary point of contact for customers with active complaint cases.
• Make and receive calls to discuss complaint statuses, gather information, and provide updates.
• Build rapport with customers while managing sensitive and escalated situations.
• Communicate complaint resolution decisions professionally and clearly.
• Document customer interactions and case details in a web-based case management system.
• Review complaints for regulatory and non-regulatory concerns and classify risks appropriately.
• Support customers with inquiries regarding financial products and services.
• Perform complex administrative and customer support activities.
• Follow established policies, procedures, and compliance requirements.
• Collaborate with internal complaint resolution and escalation teams to ensure timely case completion.
• Manage multiple cases simultaneously while meeting service level expectations and deadlines.

• 4+ years of customer-facing experience within a financial services environment.
• Experience in one or more of the following: Sr Customer Service, Mortgage or Loan Processing, Underwriting, Quality Assurance, Research, Complaint Resolution, Escalations Management
• Strong verbal communication and customer de-escalation skills.
• Professional written communication skills for email and case documentation.
• Experience working within multiple systems and applications simultaneously.
• Proficiency with Microsoft Office, including Outlook, Word, Excel, and Teams.
• Strong time management and organizational skills.
• Ability to work independently while meeting deadlines and compliance standards.

This position follows a hybrid work schedule. Candidates must have:

• High-speed internet access.
• Ability to connect directly via Ethernet cable.
• A quiet and private workspace.
• A secure location to store company-issued equipment.
• Comfort working independently both onsite and remotely.

• Gain experience with one of the nation's most respected financial institutions.
• Opportunity to support complex customer interactions that make a meaningful impact.
• Exposure to regulatory complaint and escalation processes.
• Strong potential for contract extensions based on business needs and performance.
• Opportunity to be considered for future permanent openings when available.
• Access to a collaborative team environment focused on professional growth and career development.

Apply today if you're ready to leverage your financial services experience in a customer-focused role that offers meaningful career growth and exposure to complex complaint resolution operations.

This is a Contract to Hire position based out of Sioux Falls, SD.

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 Sioux Falls,SD.

This position is anticipated to close on Aug 21, 2026.

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.

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.