Escalations Manager Jobs in Iowa (NOW HIRING)

ESCALATIONS SPECIALIST

Onsite, WEST DES MOINES, IA

• Customer Service
• Business
• Tier 2/3
• Research
• Escalations
• Claims
• Credit Card
• Checking Account
• Loans
• Collections
• Banking
• Financial Service

DESCRIPTION

The ESCALATIONS SPECIALIST will work for an enterprise-level financial services company! As part of a team operation, the ESCALATIONS SPECIALIST will work in the complaints department to handle escalated issues within the bank. The process is as followed: A complaint will come in and will be handled by the frontline team, who will then collect information around the complaint. Complaints will then go into a work queue. The ESCALATIONS SPECIALIST will go into the queue and work the issues until fully completed. These escalated complaints will relate to credit card, checking account and business operations.

DUTIES

• Handle a case load of 5-10 tickets at once.
• Work with a web-based tool to document, track and resolve complaints.
• Review complaints and work until 100% completion.
• Conduct outbound calls to customers and business units to further understand issues.
• Put a complaints on hold and revisit after missing information is compiled.
• Support internal and external customers with inquiries and complaints regarding financial products and services.
• Seek ways to determine appropriate course of action, conduct investigative steps to identify the issues, and process complex transactions online.
• Perform complex administrative and customer support tasks.
• Review complaints for regulatory and non-regulatory flags and classify risks appropriately in case management system to ensure customer issues are addressed while maintaining compliance with internal company requirements and standards.
• Respond independently 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 day to day activities of the support Escalations Team.

WORK ENVIRONMENT

• Onsite/Hybrid
• Office
• Business Casual
• Hybrid
• Financial Services/Banking
• Escalations
• MS Office

SHIFT & SCHEDULE

• Onsite training
• Monday-Friday
• 1st shift core hours

START DATE & INTERVIEWS

• Start Date September 7, 2026
• Interviews August 10-21

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

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

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 West Des Moines,IA.

This position is anticipated to close on Aug 7, 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.