Customer Service (Escalation Support)
Job Title: Escalation Specialist (Customer Service)
Location: Roanoke, VA 24019 ( Hybrid post Training - 1 week from the Office, 1 week from Home )
Job duration: 12 months ( Possible Extension/Conversion )
Training Schedule: Monday - Friday (9 AM - 5:30 PM) - First 10 weeks
Working Schedule: Shifts will be assigned during the Offer phase, Monday - Sunday, between 7 AM and 12 AM ( Any 8 Hours )
Pay Range: ($22-$23)
Tentative Start Date: 02/02/2026
Required Qualifications
- Any financial or banking background.
Experience handling customer complaints in a call center or financial services environment.
Strong customer service, de-escalation, and problem-solving skills.
Excellent verbal communication abilities.
Comfort working in a phone-based, moderate-volume environment.
Handle Level 2 escalation calls via phone only (300-400 calls per month).
Support frontline agents through escalations, assistance requests, system access issues, and complex service inquiries.
Manage live customer escalations (non-regulatory) and complex rewards-related issues.
Service direct customer calls related to:
Rewards point redemption
Gift card purchases
Missing or incorrect rewards
Loyalty and rewards program inquiries
Accurately open and document complaints in the systems of record.
Correctly identify and classify regulatory vs. non-regulatory complaints.
Navigate multiple systems efficiently while delivering high-quality customer support.
General Purpose Credit Cards
Small Business Credit Cards
Personal Lines of Credit
Personal Loans
Retail Services
Preferred Qualifications
Experience managing escalations or Level 2 support queues.
Background in credit cards, rewards, or loyalty programs.
Prior financial services call center experience.
Knowledge of credit card complaint handling processes.
Bilingual proficiency in English and Spanish.
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).
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