Collabera
4 days ago Be among the first 25 applicants
This range is provided by Collabera. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range $23.00/hr - $23.00/hr
Direct message the job poster from Collabera
Talent Expert (Lead Recruiter) - Collabera | Creating the Next Together Job Overview:
We are seeking an experienced
Escalations Representative II
to support a high-volume financial services contact center. This role focuses on handling
Level 2 customer escalations
and
credit card rewards-related inquiries . The ideal candidate has strong complaint-handling experience, excellent communication skills, and the ability to resolve complex service issues while adhering to strict compliance standards.
Work Schedule
Training Period (First 10 Weeks):
Monday–Friday, 9:00 AM – 5:30 PM
Post-Training Schedule:
Fixed 8-hour shifts scheduled any day Monday–Sunday between 7:00 AM and 12:00 AM
Hybrid Schedule (Post Training):
One week onsite, one week remote
Key Responsibilities
Handle
Level 2 escalated customer service calls
via phone (no email or chat support)
Resolve complex customer issues related to credit card rewards and loyalty programs, reward point redemption, gift card purchases, missing or incorrect rewards
Support frontline customer service agents with system access issues, troubleshooting, and complex service inquiries
Accurately document customer interactions and
open complaints
in internal systems
Correctly identify and classify
regulatory vs. non-regulatory complaints
Apply de-escalation techniques to resolve customer concerns professionally
Navigate multiple internal systems efficiently while on calls
Maintain compliance with financial services policies and procedures
Call Volume & Environment
Handle approximately
300–400 calls per month
Calls include 50% escalations or assistance requests from frontline agents and 50% direct customer inquiries related to rewards servicing
Required Qualifications
Previous experience handling
customer complaints
Strong customer service, issue resolution, and de-escalation skills
Ability to manage high call volumes and work comfortably on phones
Proficiency in navigating multiple systems simultaneously
Ability to work a
fixed schedule
after training
High attention to detail and documentation accuracy
Preferred Qualifications
Experience in
escalations or Level 2 support roles
Background in
credit cards, rewards programs, or loyalty programs
Prior experience in
financial services or banking call centers
Experience handling
credit card-related complaints
Ideal Candidate Profile
Calm and professional under pressure
Customer-focused with strong problem-solving abilities
Reliable, detail-oriented, and compliance-driven
Benefits The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, long-term disability insurance, short-term disability insurance, paid parking/public transportation, (paid time, paid sick and safe time, hours of paid vacation time, weeks of paid parental leave, paid holidays annually - AS Applicable)
Seniority Level Entry level
Employment Type Contract
Job Function Customer Service
Industries Banking, Investment Banking, and Financial Services
Referrals increase your chances of interviewing at Collabera by 2x
Get notified about new Customer Service Specialist jobs in
Roanoke, VA .
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This range is provided by Collabera. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range $23.00/hr - $23.00/hr
Direct message the job poster from Collabera
Talent Expert (Lead Recruiter) - Collabera | Creating the Next Together Job Overview:
We are seeking an experienced
Escalations Representative II
to support a high-volume financial services contact center. This role focuses on handling
Level 2 customer escalations
and
credit card rewards-related inquiries . The ideal candidate has strong complaint-handling experience, excellent communication skills, and the ability to resolve complex service issues while adhering to strict compliance standards.
Work Schedule
Training Period (First 10 Weeks):
Monday–Friday, 9:00 AM – 5:30 PM
Post-Training Schedule:
Fixed 8-hour shifts scheduled any day Monday–Sunday between 7:00 AM and 12:00 AM
Hybrid Schedule (Post Training):
One week onsite, one week remote
Key Responsibilities
Handle
Level 2 escalated customer service calls
via phone (no email or chat support)
Resolve complex customer issues related to credit card rewards and loyalty programs, reward point redemption, gift card purchases, missing or incorrect rewards
Support frontline customer service agents with system access issues, troubleshooting, and complex service inquiries
Accurately document customer interactions and
open complaints
in internal systems
Correctly identify and classify
regulatory vs. non-regulatory complaints
Apply de-escalation techniques to resolve customer concerns professionally
Navigate multiple internal systems efficiently while on calls
Maintain compliance with financial services policies and procedures
Call Volume & Environment
Handle approximately
300–400 calls per month
Calls include 50% escalations or assistance requests from frontline agents and 50% direct customer inquiries related to rewards servicing
Required Qualifications
Previous experience handling
customer complaints
Strong customer service, issue resolution, and de-escalation skills
Ability to manage high call volumes and work comfortably on phones
Proficiency in navigating multiple systems simultaneously
Ability to work a
fixed schedule
after training
High attention to detail and documentation accuracy
Preferred Qualifications
Experience in
escalations or Level 2 support roles
Background in
credit cards, rewards programs, or loyalty programs
Prior experience in
financial services or banking call centers
Experience handling
credit card-related complaints
Ideal Candidate Profile
Calm and professional under pressure
Customer-focused with strong problem-solving abilities
Reliable, detail-oriented, and compliance-driven
Benefits The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, long-term disability insurance, short-term disability insurance, paid parking/public transportation, (paid time, paid sick and safe time, hours of paid vacation time, weeks of paid parental leave, paid holidays annually - AS Applicable)
Seniority Level Entry level
Employment Type Contract
Job Function Customer Service
Industries Banking, Investment Banking, and Financial Services
Referrals increase your chances of interviewing at Collabera by 2x
Get notified about new Customer Service Specialist jobs in
Roanoke, VA .
#J-18808-Ljbffr