Job Description
Job DescriptionNote:
- The position is Hybrid (Hybrid post-training - 1 week from the Office, 1 week from Home).
Position Details:
- Position: Escalations Representative 2 (Customer Service Specialist)
- Industry: Banking/Financial Services
- Job duration: 12 months (Possible Extension/Conversion)
- Location: Roanoke, VA 24019 (Hybrid post-training - 1 week from the Office, 1 week from Home)
- Training Schedule: Monday - Friday (9 AM - 5:30 PM EST OR 10 AM - 6:30 PM EST for Roanoke) - First 10 weeks
- Working Schedule: Shifts will be assigned post-training; Monday - Sunday between 7 AM and 10 PM (Any 8 Hours)
- Pay Range: $23-23.08/hour
- Tentative Start Date: 09/21/2026
Project Scope:
- Handle escalations from frontline call center agents.
- Assistance requests from frontline call center agents.
- Remediation servicing requests directly from customers.
- Rewards for servicing requests directly from customers.
Roles and Responsibilities:
- This is a Level 2 escalation queue that handles:
- Call Volume - 300–400 calls/month - Phones only (no email/chat).
- Types of Calls: 50% transferred in from frontline agents.
- Help desk questions.
- System unlocks/help.
- Complex service issues.
- Live customer escalations (non-regulatory).
- The other 50% of calls:
- Direct customer calls regarding credit card rewards.
- Redeeming points.
- Gift card purchases.
- Missing rewards.
- Loyalty program servicing.
- Must classify regulatory vs non-regulatory flags correctly.
Required Skills:
- Complaint handling background.
- Strong customer service, de-escalation, and issue resolution skills.
- Ability to navigate multiple systems.
- Strong verbal communication.
- Comfortable with phones & volume.
- Able to work the assigned fixed schedule post-training.
Nice to Have Skills:
- Escalations experience.
- Credit card or rewards program experience.
- Prior financial services call center experience.
- Knowledge of rewards/loyalty programs.
- Credit card complaints handling.
- Bilingual - English and Spanish.
Benifits:-
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 off, paid sick and safe time, hours of paid vacation time, weeks of paid parental leave, and paid holidays annually – as applicable.